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.