Equip your call center supervisors with all the knowledge and skills they need to be successful at shaping the performance of their call center teams. The 10 courses include:
Course 1: Setting the Standards:Defining Performance Expectations
Course 2: DCW Model: Diagnosing and Treating Performance Problems
Course 3: Performance Coaching: Techniques for Shaping Performance
Course 4: Call Coaching: Basics for Improving Call Quality
Course 5: Motivation Marvels: 100 Ways to Improve Motivation/Morale
Course 6: Teamwork Template: Techniques for Building/Managing Teams
Course 7: Finders Keepers: Proven Strategies for Staff Retention
Course 8: Call Center Time Management: Budgeting a Supervisory Day
Course 9: Introduction to WFM: Understanding Staffing and Scheduling
Course 10: Key Performance Indicators: Managing by the Numbers
Join The Call Center School for these practical, how-to seminars designed to equip your supervisors with essential skills and knowledge to be successful leaders in the call center.
Students will learn to:
- Effectively hire staff best suited to the job.
- Calculate turnover and identify strategies for how to reduce it.
- Define objective performance standards.
- Diagnose performance problems using a performance management model.
- Outline best practices for performance coaching.
- Identify 100 ways to motivate call center staff.
- Outline ways to structure and manage teams.
- Outline the steps of workforce management and how to influence call center staffing.
- Identify the top twenty call center performance measures and how to manage by the numbers.
Price: $2,500 for all 10 seminars
(a $500 savings from single seminar price)
This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
