"15 Call Center Leadership Modules Designed To Positively Impact Your Call Center Results Immediately."

Properly trained leadership staff enables your company to consistently exceed client and customer expectations and in doing so, gain a competitive advantage in the marketplace. Impacting the success and growth of your people, business and culture is a valuable skill to possess!

By providing “world class” learning strategies and solutions, advantages are achieved that defend and extend your core business.  As a result, you promote continuous improvement of your product, process, and people.

“Leading For Results” was crafted from more than 22 years of direct leadership experience. These skills aren’t derived from theory,  but from practical use. As a result, every case study, tip or tactic, has been utilized with success. These are proven techniques that the top Call Center’s use everyday to improve performance .

Each module will help you set yourself apart by driving your teams performance.

   Module One: The Role of a Supervisor

 This module discusses the role of a supervisor, the qualities needed to be an effective supervisor, and duties performed by supervisors.  Tips and Tactics are reinforced through examples and exercises.

    Module Two:  Positive Leadership

This module demonstrates the difference between influence and authority, makes the connection between self-esteem and success, helps develop motivational strategies, explains the power of positive reinforcement, and helps develop skills in dealing with change.

    Module Three:  Listening Skills

This module describes how to identify your listening strengths and weaknesses, how to explain the process of active listening and empathic listening, and how to practice new listening skills.

     Module Four:  Communication Skills 101

This module describes how using human relations skills and interpersonal skills will help individuals succeed.

    Module Five:  Communication Skills 102

This module describes the communications process and examines communications styles.  Helps you identify the best for you.

    Module Six:  Communication Skills 103

This module describes how to build trust with constructive self-disclosure and how to use the Johari Window communication model to discover more about yourself.

   Module Seven:  Coaching

This module presents the coaching skills required by supervisors in order to help develop their subordinates’ potential.  Two key areas of focus include, coaching for improved performance and coaching to confront poor performance.

   Module Eight:  Managing Discipline

This module discusses the difference between positive and negative discipline, explains progressive discipline, and applies principles of effective discipline to work situations.

   Module Nine:  Team Building 101

This module explains teamwork and discusses characteristics of effective team building, describes how members of a work group can contribute to team building, and identifies four levels of empowerment.

   Module Ten:  Team Building 102

This module outlines how to use team-building strategies.  By the end of this module, participants will be able to: Develop an action plan for team building; Explain the stages of team development and identify the stage a team is at; Utilize the Characteristics of an Effective Team Member.

  Module Eleven:  Understanding Individual Behavior

This module will help to identify your philosophies on motivation, examine motivational strategies to apply to specific situations, and demonstrate the importance of identifying employee motivators.

   Module Twelve:  Setting Goals and Expectations

This module explains the importance of goal setting, clarifies goals and objectives, helps identify your goals, and describes methods of monitoring progress toward attaining goals.

   Module Thirteen:  Delegation

This module explains what is involved in the delegation process. You will learn why some supervisors are reluctant to delegate, and how to delegate work appropriately.

  Module Fourteen:  Time Management

This module teaches you how to analyze your current time management skills. You will learn how to determine which areas need improvement and how to develop a detailed action plan to achieve the improvements.

  Module Fifteen:  Stress Management/Emotional Control

This module will help you identify causes of stress, recognize warning signs of being over-stressed, identify the conscious and subconscious influences on behavior, and apply stress management skills to job situations. This module also explains strategies for effectively coping with stress and explains why employers value emotional control.

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