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Provided by: Serebra Learning Corporation Inbound Call Center Management Leadership |
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Training
Provided by Serebra Learning Corporation
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. 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.
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Inbound Call Center Management Leadership
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.
Topics
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 ch
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
