89 Learning Points for Coaching Call Center CSRs

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 CSRs 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 CSRs work together as a team
• Resolving conflicts between CSRs

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 ensuring that work gets done to coaching employees to reach their greatest potential.

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

90 Pages / Code-LPCall/ $34.95