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.

Supervisors are the critical key to people management in the contact center environment. In this 2-day course, supervisors will learn the key principles in managing people effectively and the key components in interviewing and hiring new agents.

Price:
$1,695.00

WHAT YOU WILL LEARN

How to conduct a effective team meeting
Five strategies to deal with conflict
How to manage interruptions, paperwork, and meetings
Ways to help agents navigate through the change cycle

Plus, how to motivate and retain the best agents, the varied forms of critical communication skills, the cycles of teams and how to manage them, along with time, stress, and change management tools to keep things running smoothly.

Program Outline

Interviewing and Onboarding

Compare structured and unstructured interviews
Create behavior-based interview questions
Describe how to provide positive onboarding for new hires

Motivation and Retention

Describe the link between motivation and retention
Common reasons for agent turnover
Costs associated with agent turnover

Stress and Change Management

Compare eustress and distress
Three stages of stress
Five vital skills to managing stress
Typical cycle of dealing with change

Communication

Define communication including common forms and its importance
Describe how communication includes how the message is conveyed and how it is received
Identify the best communication channel to use for various situations
List five keys to good listening
Explain how behavioral styles impact how people communicate

Managing Teams

Explain how teamwork impacts productivity and performance
Four stages of teams
Recognize the characteristics, needs and issues of each team stage
Identify the purpose and identity of your team
Describe the supervisor’s role in conflict resolution
Describe five strategies of dealing with conflict
Explain how to conduct an effective team meeting

Time Management

Benefits of good time management
Event control
Write effective goals
Use a quadrant to prioritize tasks
Use a time log to analyze and evaluate tasks
Manage interruptions, paperwork and meetings
Conquer procrastination

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Date:	Location:
No Scheduled Dates at this Time	N/A

Price:
$1,695.00