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.