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  • LEADERSHIP
    • Role of the team lead

  • TIME MANAGEMENT
    • Maximizing your return on time
    • Techniques for clearing the clutter
    • Procrastination and perfectionism
    • Delegation
    • Time management principles and best practices

  • COMMUNICATION SKILLS
    • Effective 2 way communication
    • Eight steps to improve communication
    • Barriers to effective communication
    • Listening styles
    • Communication Assessment Activity
    • Creating a positive communication image
    • Negative, positive and professional phrasing
    • Communication tips
    • Selling ideas to colleagues and upper management

  • MEETING TIPS
    • Meeting management
    • Interdepartmental meeting management
    • PAL

  • DEVELOPMENT PROCESS
    • Development Process objectives
    • Blanchard's view of development assessment and support
    • Development assessment activity
    • Defining performance
    • Evaluating development
    • The development process, Goal through Expected Behavior
    • Goal setting
    • Goal setting activity
    • Observe performance process
    • Feedback preparation process
    • Trend Analysis
    • Root Cause Analysis
    • Activity-Inspector Fact Find
    • Preselecting Development Activities

  • NEGOTIATION SKILLS
    • Negotiation as a problem solving process
    • Negotiation Activity - The $10 negotiation
    • Situation Negotiation skills
      • Basic principles of negotiation
      • Position your case advantageously
      • Know the full range and strength of your power
      • Know the other party
      • Satisfy needs over wants
      • Set high aspirations
      • Manage information skillfully
      • Concede according to plan
    • Negotiation Activity

  • PROVIDING FEEDBACK
    • Types of feedback
    • Characteristic of effective feedback
    • Preparing to give feedback
    • Delivering positive and constructive feedback
    • Feedback Role Plays

  • IMPROVEMENT ACTION PLANS
    • Key elements of IAP
    • Role plays

  • COACHING
    • Preparation for coaching discussion
    • Five steps of a coaching discussion
    • Practices of good coaches
    • Supporting and non-supporting coaching behaviors
    • Role Plays

  • TEAM BUILDING
    • Barriers to team effectiveness
    • Eight elements of team building
    • Designing an effective Contact Center strategy
    • Building Trust and Teams
    • 10 Tactics to build trust
Copyright 2010 CCCE  
The College of Call Center Excellence CCCE
SHOPPING CART
Call Center Management Certification - 04/20/10 - 04/23/10 Phoenix, AZ - (American Family Mutual Ins. Facility)
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Call Center Management Certification - 05/12/09 - 05/15/09 Chicago, IL Plus tour of AMA Call Center
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Total : $1,995.00
 
Call Center Management Certification - 09/21/10 - 09/24/10 Indianapolis Power and Light
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Online Course :: Call Center Analytics and Reporting
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Online Course :: Management Certification On Demand Package
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Operations Management Certification - 04/22/10 Phoenix, AZ
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Operations Management Certification - 06/10/10 Minneapolis, MN
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Operations Management Certification - 09/23/10 Indianapolis Power and Light
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People Management Certification - 04/20/10 Phoenix, AZ
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People Management Certification - 06/08/10 Minneapolis, MN
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People Management Certification - 09/21/10 Indianapolis Power and Light
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Performance Management Certification - 06/11/10 Minneapolis, MN
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Unit Price : $690.00
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Performance Management Certification - 09/24/10 Indianapolis Power and Light
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Technology Management Certification - 04/21/10 Phoenix, AZ
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Unit Price : $690.00
Quantity : 1
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Technology Management Certification - 06/09/10 Minneapolis, MN
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Unit Price : $690.00
Quantity : 1
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Technology Management Certification - 09/22/10 Indianapolis Power and Light
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Technology Management Certification - 10/13/10 Atlanta, GA
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Unit Price : $690.00
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Subtotal : $18,201.00