Leadership Training

Call Center Leadership
Call Center Leadership

Several colleagues of mine put together this incredibly effective Call Center Leadership training program several years ago (always updated) using “Best Practices” they garnered over the years.

As a result, this program has produced and developed more great Call Center Leaders over the years.   As a special favor to the Call Center Best Practices team, they have allowed us to provide you with the complete package.

This sells for over $297.00, but as a member of Call Center Best Practices, you get it for free.

So, I’m sure your curious to find out more about all of the modules?

Here’s a list of what is completely covered:

News and Updates: These modules have been added as articles and the links now take you to them.  Also the documents can now be downloaded as a PDF and you will find that within the article post.

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.

Module Two: Positive Leadership – This  module demonstrates the difference  between influence and authority, 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 relat ions  skills and  interpersonal  skills will  help  individuals succeed.

Module Five: Communication Skills 102 – This module describes the communications process and examines communications styles.

Module Six: Communication Skills 103 – This  module describes how to build trust with constructive self­disclosure 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.

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.

Module Eleven: Motivation: 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 t he  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.

Important Note: This system has been used to develop new leaders as well as used to improve current call center leaders.  This is a proven system to drive performance.

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