April NexTeams Spotlight – Susan Couch
This quarter, we sat down with Susan Couch, Call Center Manager at Roscoe Brown in the Nashville Area, Tennessee, to ask her a little about herself and her professional life. Susan recently helped host a Call Center Management NexTeam MeetUp.
Nexstar’s Call Center Management MeetUps are free monthly calls between members of customer service teams and Nexstar customer experience coaches. Anyone can join a call! These MeetUps are a great opportunity for call center managers to come together with their peers and problem-solve issues that they might be experiencing on the job.
Q: Hi, Susan! How has being a part of the NexTeam monthly calls helped you further your professional development?
A: The best part of this group is that we’re all working to solve issues and problems we have within our companies. Knowing that other people are struggling with the same issues really helps!
Q: Being a call center manager requires resilience, great skill, and talent! What’s one of the great things about your role at Roscoe Brown?
A: I would say one of the best things about my job is that I get to experiment and try new things to better our company and improve the business. I think everyone needs to be flexible and open to trying new ideas!
Q: What do you like to do for fun when you’re not working?
A: I have a side business called Tops for Tots – I make hats for babies! They are all unique, with a special button on top of the hats. These hats are made to grow with your baby. You roll the hats up when your baby is in the hospital, and as they grow, you keep rolling them down. My hats are in a couple of retail stores and I do about four shows during the year!
If you’re interested in joining the Call Center Manager or Inside Sales Meetups, please contact your Customer Experience Coaches at [email protected]. For more information on MeetUps and NexTeams, visit their pages here.
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