Devoted to the call center industry, the agents on the phones, and their managers

My friend Hal makes some good points about leadership. He writes:

I think it is interesting how most of us can identify a good leader and also usually know when the opposite is true. We don’t really even try, we just seem to know when leadership is present.

Call Centers are full of areas that require leadership. You really need to grow and nuture and develop leadership within the call center. How well are you ready to have your leadership tested in a crisis?