Team Leadership Development Workshop 

Give staff the confidence to promote self service to your customers

 

What client questions will it answer?

  • How can you be a team leader in the contact centre?

  • What is an action plan and how can you improve it?

 

Who will benefit from it?

  • Team leaders. 

 

Topics

  • The role of the leadership team and quality?

  • Who owns the success of the call?

    • The agents role versus the team leader versus quality manager.

  • Key metrics for managing quality calls and performance. 

  • Relationship between NPS and quality.

  • How to be an assessor in the contact centre:

    • Ways to investigate why quality scores are low. 

    • Ways to manage being a pro-active assessor and coach to drive performance in the workplace. 

  • Coaching for success - how to coach employees to improve performance using the GROW model including applying the GROW model to various scenarios.

  • Creating an action plan to improve performance.

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