Contact centre management – for team leaders and supervisors

This workshop will help participants:

• Appreciate best practice in contact centre management
• Use quantitative measures more effectively
• Manage performance
• Balance resources
• Improve how they monitor quality
• Role model key behaviours
• Develop their teams

This one-day programme is designed for managers, team leaders and supervisors working within a contact centre environment.

AA very practical, interactive one-day session for a maximum group size of 12. There are lots of different activities throughout the day – group exercises, ‘table-top’ activities, critiquing of real-life calls / video clips, quizzes, practice activities and scenarios – as well as a number of formal inputs from the trainer.

The style is very facilitative and learner-centred, taking into account the needs and preferences of the group on the day whilst at the same time delivering the programme as agreed with the client in order to meet the specified learning objectives.

The majority of the training we deliver is either tailored or completely bespoke. This workshop can therefore be delivered entirely as advertised, or it can be tailored to your particular requirements, or we can simply take it as a starting point for a conversation with you before we draft a completely bespoke programme for you – the choice is yours. As a rule, there is no additional charge for this service.

This programme is supported by the book Contact Centre Management – 25 Team Management Activities (written by the trainer and published by Echelon).

Jocelyn is a highly experienced and very popular management, personal effectiveness and customer service trainer / coach / consultant. After fifteen years as a training manager within blue-chip organisations such as Motorola and Thorn EMI, she established her own consultancy in 1998. A passionate advocate of training for a reason, Jocelyn has a practical approach to training which focuses on giving participants and organisations relevant knowledge and skills improvement which is immediately transferable to the workplace.

A published author of training materials (including Contact Centre Management), her many clients cover an impressive range of sectors, including manufacturing, telecoms, retail, film and music, local authorities and universities. Equally impressive is their appreciation of her work, as the following comments show:

‘I would like to take the opportunity to thank you for the recent telephone training course that you prepared and tutored for my Customer Services Department. The content was well received, and accurately reflected the day to day issues that occur on a busy desk. I have since reorganised the department to take advantage of the new professionalism… and it has made a big difference. Given the success of the proactive telephone selling course you prepared and ran for me a few years ago … I just knew it would be a success.’ – Philips

‘This was clearly an excellent course. It really brought the best out of the managers. You’ve given them a foundation for the rest of their working lives.’ – PPL

‘I would like to take the opportunity of thanking you for the way you worked with us to make a great success of the induction programme for the Centre. It was a pleasure working with you in partnership.’ – One 2 One