Tag: supervisor training
How to Be a Supervisor in the Modern Contact Center
Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in...
Top 5 Posts in November
This month, it was all about the human element in the contact center. Our five most-read blog posts in November focused on people-centric topics...
Findings from the Frontline Supervisor Survey
I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...
New Frontline Leaders: Coaching Skills Are Critical
Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who...
Top 5 Posts in April
April is drawing to a close. Make sure you didn’t miss our most-read posts for the month. Top topics ranged from WFM tips and...
Support for Your Frontline Leaders
You send your frontline leaders to all the requisite classes as dictated by the corporate office. You get them through the seven-part online series...
Training Vs. Skills Development
In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is...
Top 5 Posts for January
People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline...
Coaching the Coach
Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who...
How Strong Is Your Foundation?
I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These...
Training Frontline Leaders
There are hundreds of thousands of us working in supervisory and management positions in contact centers… and the truth is, most just sort of...
Basic Training for New Team Leaders
“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I...
Avoid Supervisor Training Failure
What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...
Who Receives Training in Your Contact Center?
More organizations are focusing on employee learning and development as a critical component for building employee engagement and a successful culture. What does this...
