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This program is designed for Directors, Managers, Supervisors, and Team Leaders of Contact Centers. Learn and practice new concepts and techniques for dealing with people, tools, and operations more effectively in a management and leadership capacity.


 
Course Outline
  • Learn and practice new concepts and techniques for dealing with people, tools, and operations more effectively in a management and leadership capacity.
  • Broaden your understanding of the unique challenges of managing a contact centre most effectively in a customer service environment and learn new ways to bring about change despite resistance.
  • Acquire access to unique tools and techniques to use for interviewing, hiring, giving feedback, conducting performance appraisals, coaching, mentoring,and disciplining staff in a contact centre environment.
  • Handle difficult and challenging people and situations with reduced stress by using a variety of proven assertiveness and conflict management techniques.
  • Enhance one’s effectiveness in leading and facilitating meetings for purposes of information exchange, decision-making, brainstorming, team-building, and customer-related topics, policies, and issues.
  • Delegate with more focus and confidence to achieve buy-in and commitment from others and achieve quality results that meet customer service standards.
  • Influence others with and without authority by appealing to mutal interests to attain win-win results emphasizing customer satisfaction.
Program Overview
The manager certification program is comprised of three components which include:

People

  • Communications with Diverse Styles
  • Delivering News Diplomatically
  • Directing Team Performance
  • Influencing and Persuading
  • Building Productive Teams
  • Resolving Conflicts Efficiently
  • Providing Constructive Feedback
  • Coaching and Mentoring with Empathy
  • Leading Change Proactively
Tools
  • Management Communications Profile
  • Team Development Tips and Action Plan
  • Guidelines for Giving and Receiving Feedback
  • Techniques for Communicating Assertively and Diplomatically
  • Questionnaire for Stress Management
  • Email Templates
  • Guidelines for Coaching and Mentoring Effectively
  • Resource Tool kit for Modelling Change
Operations
  • Service Level/Response Time
  • Managing Factors Affecting Performance
  • Forecasting and Scheduling
  • Contact Centre Technology
  • Facilities Management
  • Contact Centre Design
  • Staffing
  • Managing Turnover
  • Managing Performance
  • Training and Development
  • Employee Satisfaction
  • Customer Relationship Management
  • Measuring Customer Satisfaction
  • Building Relationships with Customers
  • The Contact Centre as Information Conduit
  • Contact Centre Mission Statement
  • Leadership Challenges Unique to a Contact Centre
  • Contact Centre Leader Advocacy

PEOPLE

This session will focus on highly effective and innovativeconcepts, tools, techniques and how to utilize them to lead a world class service department.

Highlights:
  • Communicate with more focus and flexibility
  • Enhance team productivity to achieve performance goals
  • Provide necessary feedback constructively with diplomacy and tact
  • Reduce time required for conflict resolution
  • Coach and mentor others with empathy
  • Model change proactively as a transformational leader

TOOLS

This segment will provide you with a breadth of tools and frameworks to apply to your business needs.

Highlights:

  • Complete a management communications profile to identify your strengths and areas for development
  • Receive tips, guidelines, summaries, templates, and checklists for directing team performance, influencing others, managing stress, and leading change

OPERATIONS

The focus will be to ensure alignment with your overall customer service strategy to gain organizational support to successfully develop and implement plans for your organization.

Highlights:

  • Managing the work
  • Managing the staff
  • Managing the customer relationship
  • Providing Leadership
People & Tools – Course Content Understanding Your Role
  • Leading others in customer service management: Allocating time for task and relationship activities
  • Unique challenges and rewards of customer service supervision and management
  • Directing others to follow guidelines, policies, and complete requirements correctly and on schedule
  • Coaching others to enhance work performance, productivity, and customer satisfaction
  • Mentoring others with high competency and commitment through brainstorming, collaboration, and advice
  • Entrusting others who are self-directed
Tool: Evaluating your management/supervisory activities

Directing Others

  • When to choose, advantages, and disadvantages
  • Tips: do’s and don’ts
  • Directing assertively: Two techniques
  • Communicating in the directive style using email: guidelines for effectiveness
  • Leading meetings: tips and techniques for directing changes and performance
Tools: Email and meeting templates

Coaching Others

  • When to choose, advantages, and disadvantages
  • Recognizing work styles: the four styles and how to identify and adapt
  • Tips: do’s and don’ts
  • Coaching others diplomatically: guidelines for giving and receiving feedback
  • Communicating influentially as a coach: two techniques
Tool: Work style self-assessment

 Mentoring Others

  • Understanding the difference between “coaching” and “mentoring”
  • When to/not to mentor others
  • Tips: do’s and don’ts
  • Motivating and inspiring others: Two methods
Tool: Mentoring Action Plan

Entrusting Others

  • Distinguishing between “delegating” and “entrusting”
  • When to/not to entrust
  • Tips: do’s and don’ts Entrusting others: two approaches
Tool: Templates for Entrusting Effectively Using Email

Leading Change

  • Developing your team: the five team development stages and relative productivity levels to expect
  • The importance of balancing “task” with “relationship” activities to enhance team performance
  • Guidelines for leading teams through each stage using directing, coaching, mentoring, and entrusting
  • Building team synergy, developing teamwork, and getting buy-in and commitment with diverse generations
Tools: Guidelines and Templates for leading different generations

Handling Resistance to Change

  • The four causes and types of “resistance” and how to identify each one
  • Managing resistance: two techniques
  • Addressing and resolving conflicts efficiently: do’s and don’ts
  • Dealing with resistance and conflicts at meetings: checklist
  • Minimizing “email wars”: guidelines
  • Managing conflicts most effectively: two techniques
Tools: Guidelines and Templates for Conflict Management

Taking Care of Yourself

  • Avoiding “burn-out”: causes and symptoms
  • Keeping your work style in check: tips
  • Using all sides of your brain: productivity management techniques
  • The importance of having a “mentor”
  • Stress management techniques that work
Tools: Brain Styles Self-assessment and Stress Management Action Planning Template

Operations – Course Content
Managing the Work

Establishing Target Service Level/Response Time
  • Why the contact centre needs these measures
  • Understanding the factors that affect service levels and response times
  • Defining service level and response time – When to utilize each
  • Establishing service level
  • Establishing response time
  • Managing service level and response time
Managing the Factors Affecting Contact Centre Performance
  • Managing the performance elements the representative controls
    • Optimizing quality of customer contacts
    • Adherence to schedule
  • Managing the performance elements the representative influences but doesn’t necessarily control
    • Average handle time
    •  First call resolution
    • Turnover
    • Employee satisfaction
    • Customer satisfaction
  • Managing the performance elements the representative does not control
    • Average speed of answer
    • Abandoned and blocked calls
    • Service level / response time
    • Contact centre Return on Investment
Understanding Forecasting and Scheduling
  • Understanding the factors affecting forecasting of required staffing levels
  • Basic elements of forecasting and scheduling
  • Managing the real time factors affecting scheduling Understanding the Basics of Contact Centre Technology
  • Understanding the benefits and challenges of contact centre technologies
  • Key technologies: the ACD, WMS, IVR, QMS (quality monitoring systems), Telecommuting technologies, CTI, ERMS, Internet, VoIP, CRM, LMS
  • Creating and managing a technology strategy
  • Introducing new technology
Facilities Management Issues
  • Work station planning considerations
  • Establishing and managing a disaster recovery plan
Managing the Staff

Contact Centre Design
  • Understanding the factors affecting the contact centre’s design
  • The various design options
  • Contact centre roles
  • Agent grouping options – Understanding the advantages of each
  • Span of control
Staffing in a Contact Centre Environment
  • Defining the target candidate
  • Understanding the various staffing options (temporary, part-time, contract, telecommuters, job sharing, outsourcing)
  • Elements of an effective recruiting plan
    • Key - establish for learning what works and changing plan accordingly
  • Identify candidate sources
    • External
    • Value of internal career development
  • Screening – The traditional versus the modern approach
    • Advantages of the internet
  • The selection process
    • Determining ‘fit’
    • Profiling
    • Interviewing
    • Reference checking
  • Critical post-selection elements
    • The offer
    • Maintaining a pool of ‘almost fits’
  • The orientation process
Managing Turnover
  • Tracking turnover
  • Factors affecting turnover
  • Costs/Benefits of turnover
  • Managing turnover
Managing Performance
  • Setting performance objectives and quality standards
  • Communicating performance expectations
  • Supporting the achievement of performance objectives
    • Monitoring – Uses; Calibration
    • Coaching and feedback
    • Training
    • Performance reviews
    • Incentives
  • Dealing with poor performance
    • Elements of progressive discipline
    • Managing the discipline process
  • Motivation principles and techniques
Managing Training and Development
  • Establishing a training strategy
    • Understanding the training / coaching mix and the training alternatives
  • Managing the training program
    • Evaluating training effectiveness
  • LMS issues
Measuring and Managing Employee Satisfaction
  • Understanding the costs of low employee satisfaction
  • Identifying low employee satisfaction
    • Precipitators of low satisfaction or poor morale
    • How management affects employee satisfaction and morale
    • Conducting employee satisfaction surveys
  • Improving employee satisfaction
    • Career and skill development
    • Succession planning
    • Cultivating a sense of team
    • Empowering the employees
Managing the Customer Relationship

Understanding the Customer Relationship
  • Defining the customer
  • Customer segmentation
  • The value of customer loyalty
  • What the customer wants
    • What increases customer satisfaction
    • What increases customer dissatisfaction
Measuring Customer Satisfaction
  • Indicators of customer satisfaction
  • Conducting customer satisfaction surveys
    • Methodology
    • What to measure
  • Using the results of a customer satisfaction survey
Building Relationships with Customers
  • Identifying relationship objectives
  • Strategies for building relationships
  • Utilizing CRM technology
The Contact Centre as Customer Information Conduit
  • What information does (could) the contact centre collect
  • Establishing and maintaining relationships with appropriate recipients of customer information
  • Building interdepartmental relationships with the contact centre

Contact Centre Management Challenges


Overcoming the Challenges of Contact Centre People Management
  • Leadership as a critical part of management in today’s contact centre
  • The evolved role of the manager in the contact centre
  • The leadership challenges unique to the contact centre
  • The management challenges unique to the contact centre environment
  • Optimizing manager effectiveness in the contact centre environment
Advocacy Responsibilities
  • Creating and maintaining a positive contact centre image
  • Communicating in the same ‘language’ as other department leaders

Instructors Bios
Gail Levitt has a PhD in interpersonal communications, teaching and coaching certifications, and extensive work experience in leading and managing diverse individuals and teams in customer service. Her specialties include: leadership development; interpersonal and intercultural communications; emotional intelligence; influencing with and without authority; conflict and stress management.

Gail provides facilitating, coaching, and mentoring to over 1500 leaders, managers, supervisors, and front line staff annually in Canada and the United States. She has written numerous articles and newsletters dealing with customer service issues, and has been a featured guest speaker at many prestigious organizations, including Project World, the Toronto Chapter of the International Customer Service Association, Rotary Clubs International, Canada Post, Toyota, HSBC, Schulich School of Business, the Canadian Army, the Ministry of the Attorney General, and ESRI.

Gail has been involved in designing course materials, instructional training, facilitating group learning, coaching supervisors and managers, and mentoring senior leadership teams through strategic alliances with leading training and developing organizations worldwide.


Jack Green
holds an Honours Bachelor Degree in Psychology, as well as Teaching and Counseling Certifications, and advanced degrees in Business Administration and Human Relations.

Jack has authored and co-authored a number of articles in a range of periodicals. In 2000 Jack wrote the book “Contact: A guide for developing effective call centre skills”published by Nelson Thompson and in 2003 “Call Centers: Technology and Techniques” published by Thompson South-Western. He has also authored a chapter in "Breakthrough Customer Service: Best Practices of Leaders in Customer Support"published by John Wiley & Sons, entitled "Using Qualitative Performance Measures to Achieve Performance Improvement".

As part of his commitment to improving capabilities within the Contact Centre industry in Canada, Jack has been involved in developing and teaching post-graduate programs for Contact Centre Managers, in partnership with Seneca College.

Prerequisites & Certificates
Pre-Requisites

Students must register before September 15th.

Certificates offered

May include: workbook, handout(s), test, certificates of completion, refreshments or lunch


Cancellation Policy
Participant cancellation or rescheduling request must be received in writing/email 10 or more business days prior to the class start date. An administrative charge of 20% will be made for all cancellations or reschedules. No refund is available if the registration is cancelled less than 10 business days prior to the class start date or if an attendee fails to attend. Another attendee can be substituted at any time.
Map & Reviews
Customer Service Professionals Network (CSPN)
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Here are some reviews of the training vendor.
The Instructor involved the entire group through the day. This made the course much more interesting and enjoyable being able to participate regularly. He also added a lot of humour.
Reviewed by 2013
the course was excellent, a good refreshmnet course of hwat is important in customer service. The training provider was excellent and she know how to present the material properly in order for the students to understand.
Reviewed by 2011
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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