The Power of One Workshop Overview

call center operations trainingWe use our Call Center University curriculum as a basis for a fully customized training program that will equip your supervisors with the skills to effectively manage the operations and people in your call center.

I. Call Center Operations Management

  • Call Center Operations Overview:  How to Effectively Manage in the Unique Environment of a Call Center
  • Driving Results With KPIs that Matter: Behavior-based Objectives and Key Performance Indicators to Improve Your Business

II. Call Center Performance Management

  • Coaching to Results: High IMPACT Coaching Techniques to Shape Essential Behaviors
  • Principles of Positive Reinforcement: Keys to Motivate Team Members to Give 100% Effort Everyday
  • Managing Poor Performance: Techniques for Applying Consequences and Improve Low Performers