Call Center Leadership Training is my passion and I know first-hand that leadership training is a weakness in many call centers I have been able to visit as a performance coach.  My goal is to provide a way for many call center professionals to close this gap.  My goal is to provide some very useful call center resources to help you implement easily.

The best part about the call center resources is that I’m giving them to you FREE Of CHARGE.  Simply enter your first name and email address (must be valid – this is where I send the download information) in the form below. 

But first, let me show you what has been added to the download area thus far:

Call Center Performance Management Process

Recently, I provided a post called:  Call Center Metrics: Will or Skill that explains in more detail.

Basically, this is a complete call center performance management process.  Perfect to share with your leadership team and support staff.  Here’s a detailed account of the complete report:

The Performance Management Process defines the steps for coaching and discipline employees.  The two paths for coaching accommodate various situations.  “Coaching – responding to performance improvement needs”, deals primarily with performance improvement.  “Coaching ­ Initiating alternatives”, focuses on coaching for an immediate change of behavior.

This document contains material related to the Performance Management Cycle, the step by step path of the Performance Management Process and supplemental forms and tools that work with the process.  You will also find a great article about “Partnering for Performance.”

We know these resources help you create and maintain an environment of Performance Management and take your team to the next level.

Remember this is Free!

The Role of a Supervisor

This is Module One of our unreleased “Leading For Results” Call Center Leadership Training program.

Perfect tool to use to bring up new Team Leads or Supervisors in your call center.

Description:

This module discusses the role of a supervisor, the qualities needed to be an effective supervisor, and duties performed by supervisors.

Objectives:

By the end of this module, you will be able to:

1. Describe the role of the supervisor in the organization.
2. Understand and apply the expectations for all supervisors
3. Understand and use the skills needed to be an effective supervisor.
   

This is state of the art, top-notch training gathered from the Call Center Best Practices of many exceptional centers.

This is Free as well!

To all of your success!,

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