Thinking fast is a core component of successful call centre operations. What do we mean by "thinking fast"? It's not about giving quick responses to questions as though you were on a game show. Thinking fast has to do with forward thinking.

Successfully responding to changing conditions comes from being prepared ahead of time to make changes when necessary. Applying this to a call center operation translates into the ability to anticipate changing demands and operating environment of your call center and to be ready to adapt to change. This involves spending time to think into the future which requires that you think about the larger picture of your call center, your business area and your company.

Many call center professionals find themselves at the whim of the events affecting their call centers. Much of what can differentiate a great call center manager from a good call center manager is identifying and preparing for potential impacts long before they have potential to  become reality.

We have taken time to highlight a few ideas that may help you to become more agile.