Leadership
Titlu curs: Inbound Call Center Management: Leadership
- Description: Did you know that your personality can greatly affect your leadership skills? Are you aware that even if you are a fabulous manager, you may not be an effective leader? As a call center manager, how can you motivate everyone, including senior management, to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course, you will become aware that enhancing your leadership skills can move you closer to your goal of managing an efficient and team-oriented call center. By participating in this course, you are ensuring that your call center will receive the best management and leadership that you can provide.
- Target audience: This series is targeted specifically for call center managers but would also be a valuable asset for call center executives committed to the growth of their organization and supervisors of call center agents.
- Estimated Duration: 3.0 h
- Lesson Objectives: You as a Call Center Manager
• recognize the benefits of possessing effective leadership and communication skills as a manager in the call center industry.
• determine a course of action that a call center manager can follow to be a more effective leader, given a scenario.
• identify the processes for notifying employees about an upcoming change.
• apply the appropriate processes to manage change in an inbound call center, given a scenario.
• identify the appropriate types of information that must be reported to senior management, given a scenario.
• identify key guidelines and examples for effectively preparing reports for senior management, given a scenario.
Managing Call Center Staff
• identify the benefits of effective leadership and management skills in a call center environment.
• make appropriate decisions to manage compliance and behavior issues during the various stages of a given situation.
• match team-building strategies with examples.
• select the appropriate choices for a manager conducting a performance review, given a scenario.
• identify standards for effectively giving performance feedback.
Motivation
• recognize the benefits of effectively motivating employees.
• select effective methods of providing call center employees with a motivational attitude, given a scenario.
• choose the appropriate incentive or type of recognition to motivate an individual call center employee, given a scenario.
• identify the type of training that is associated with the attribute, given a scenario.
• identify examples of motivational training that should be offered to call center employees, given a scenario.
• apply techniques for effectively motivating employees, in a coaching scenario.
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