Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This workshop is designed to give call center leaders some basic tools to build a winning team, create an organization to embrace change, and to effectively manage their own time. If you lead a team or are a member of a team, this workshop will enable you to develop strategies to identify and capitalize on the different strengths of each person, improve communications and build trust and cooperation among team members for total team performance in a changing call center environment.

What will you learn?

Use team building, conflict management skills and your understanding of team and individual behavior styles to articulate key business and interpersonal issues and work on them. Create a supportive environment to resolve turf battles, build trust, remove barriers and pave the way for breakthrough team performances. Uncover the obstacles to change and explore ideas to manage change while helping agents become agents for change. Learn time management tools, strategies and techniques for the call center.

Key Learning Points

Create a common language for dealing with team goals, change and responsibilities
Assess each person's natural team role and individual approach to teamwork
Understand the dynamics of conflict and learn conflict resolution strategies
Overcome reluctance to change and develop change ready behaviors
Identify opportunities for team members to do team building and make specific plans and commitments to foster the ongoing process of team building
Focus on priorities in the call center and planning and scheduling time effectively

Modules

Building A Team that Works

Develop a Team Purpose Statement
Identify Stages of Team Development
Understand the Dynamics Of Interchangeable Roles
Discover the Barriers to Team Communication
Learn the Differences between Decision Making and Problem Solving
Reveal the Characteristics of Self-Leadership

Managing Change in the Call Center

Understand the Critical Components of Change
Overcome Reluctance to Change
Develop and Effective Coach Change Ready Attitudes and Behaviors
Uncover Personal Motivators During Change
Build an "Open to Change" Culture
Turn Change "Resistors" into Change "Creators"
Recognize Your Personal Change Behaviors

Time Management and Goal Setting

Learn and Analyze How To Effectively Manage Your Time
Discover Time Management Tools
Uncover Your Time Wasters
Define Your Goals
Schedule Time Effectively Implement Your Schedule Including Goals
Evaluate and Make Changes

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.