Supervisory roles are important in any contact center. These roles require the ability to lead and inspire both in personnel management and operational competence. “The supervisor role in the call or contact center is the most critical and demanding of all and often gets the least attention,” says John O’Brien, CEO and founder of Sales Talent Group. But, being good at job will not hold good for supervisory role. It was found that contact center turnover rates averaged 30 to 45% in 2014. The costs associated with combating employee attrition are the reason for high turnover rate. These losses can be prevented by implementing strategic supervisor training. Read more at: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1037/Default.aspx