CUSTOMIZE YOUR
SUPERVISOR AND TEAM LEADER
TRAINING
The tipping point in Contact Centers success is the supervisor/team leader. Without effective agent performance assessment, feedback and coaching, the team does not move forward. Too often, team leaders do not feel comfortable giving direct, constructive feedback and as a result, when they do give feedback it is not always clear, actionable and accepted by the agent.
HERE'S A TWO DAY SOLUTION THAT WILL INSTANTLY IMPROVE YOUR TEAM PERFORMANCE.
Contact Centers aggressively invest in state-of-the-art technology. That's expected in today's fast-paced high-tech world. But the companies with world-class Contact Center operations invest equally in the skills development of their most important asset -- their people. It's an investment that pays off every day -- in improved performance, increased sales and enhanced customer satisfaction.
BUILDING SKILLS, BUILDING VALUE
We'll help you with training, designed to help improve the skills and professional capabilities of your Contact Center personnel. Our training offers comprehensive classes that can be presented on your site and customized to fit your needs. The program is designed to focus on
improving the skills needed to add value to job performance and exceed customer expectations.
The class size is controlled to maximize the personal experience and impact. Classes are small enough for one-on-one interaction with the instructors, yet large enough to share experiences and encourage peer learning.
REVOLUTIONIZING CONTACT CENTER CAPABILITIES
The overall approach is to address core competencies and skill sets in a comprehensive manner. BenchmarkPortal training treats Contact Center team leaders as critical and highly valued resources with the intent of continuing to strengthen leadership abilities. This helps you enhance your overall value to the business. Results: better-trained professionals with improved abilities to solve problems and manage change.
Effective communication is the foundation of success. Our communication, negotiation and team building modules are designed to build the skills that turn former agents into leaders and good supervisors into greatsupervisors.
The course includes all the important skills and behaviors necessary to successful team leader and agent development. All critical learning points are reinforced with activities, case studies and role plays. We believe that while understanding concepts is important, being able to apply them is essential so we use extensive role plays to insure skill acquisition. We encourage participants to bring their most challenging agent issues to the class to use as role plays. Class size allows one-on-one interaction with the instructors and enables your team to share, experience and build teamwork with colleagues. This course will help better strengthen your supervisors' overall skills and give them new techniques to improve your entire Contact Center performance.
