Learning Points: 89 Activities and Actions for Coaching Call Center CSRs

  • 48m
  • Peter R. Garber
  • Human Resource Development Press
  • 2007

The traditional role of the call center “supervisor” is a thing of the past. Being an effective “coach” is fast becoming the most valuable asset you can offer your employees, call center and organization.

This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR’s to improve their skills and the level of service they provide.

The book is organized into five parts that drill down to the supervisor’s role:

  • The changing role of the supervisor
  • Motivating others
  • Creating effective communications
  • Helping CSR's work together as a team
  • Resolving conflicts between CSR’s

Within each section are learning points – 89 in all. Use these tips, exercises, multiple choice quizzes and other tools to become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible.

In just minutes, you’ll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential.

For example, you’ll learn how to build trust, recognize CSR’s, make yourself clear, give feedback, create synergy, become a role model, deal with upset CSR’s – and many more skills that will have a huge impact on your CSR’s and how satisfied customers are with the service your call center provides.

In this Book

  • Learning Point 1
  • Learning Point 2
  • Learning Point 3
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  • Learning Point 5
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  • Learning Point 89
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