First 90 Days Report

First 90 Days: Contact Center Director

April 10th, 2023
With contributors:
Ian Jacobs , Ashley Villarreal , Georgiana Swan , Kate Pierpont


A contact center director is responsible for the daily operations of the customer service team, ensuring all quality and service metrics are met. A well-run contact center maximizes agent performance while providing the best possible customer experience. This report outlines the key activities a new contact center director should complete during their first 90 days and references relevant Forrester research to help ease the transition and accelerate success.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.