Call Center Supervisor eLearning and Community


Certified Call Center Supervisor

Become a Certified

Call Center Supervisor

…and accelerate your performance improvement and career

Course Details
Enroll Now

When You’re Done, You’ll Have Call Center Coach’s Proven Supervisor Success Path Process For Improving Frontline Leader Skill Development and Performance, And You’ll Truly Become A…

Certified Call Center Supervisor

(…and you’ll know HOW TO BE SUCCESSFUL in any contact center)

Call Center Supervisor Success Path

Unfortunately, most organizations just don’t get it!

When it comes to developing high-performing frontline supervisors, they either don’t develop them at all…

…ONLY develop their company’s technical knowledge…

…or only develop using very general and non-call center specific management content or courses.

That type of “I hope they make it” skill development just won’t cut it anymore! Not only is it not improving frontline leadership skills, it’s most certainly costing a lot of money!

If you actually want to generate real and meaningful increases in your frontline leader performance, then you need to do more.

You need a PROVEN Success Path in place to tell you exactly what they know and need to learn!

But how do you build a “process” that systematically converts mediocre frontline leaders into winners and turns existing fronltine leaders into breakout cash cows…

…one that will work for any organization?

Fortunately, that’s exactly what you’re about to learn…

FACT: Businesses NEED Frontline Supervisors

(…Who Actually Know What They’re Doing)

All organizations need a way to optimize the performance of their frontline to create a better customer experience and control costs.

They need a proven and repeatable frontline leader development process to identify exactly where they should focus development efforts to truly “move the needle” in their contact center.

I’m not going to sell you on the importance of developing frontline leaders.

If you’re here, you know how important developing frontline leaders can mean to your contact center.

In other words, you know that developing your frontline supervisors means a better customer experience and lower operating costs.

So that’s why businesses need Certified Call Center Supervisors.

There’s just one problem: Most frontline supervisors struggle to figure out what they’re supposed to be doing…

That’s where YOU come in.

As a Certified Call Center Supervisor, you are uniquely qualified to help organizations convert their frontline into creating better customer experiences and controlling costs.

More specifically, in this course, you’ll learn:

  • How to convey a sense of vision and purpose (and these probably aren’t found in your mission statement)…
  • How to help others meet and exceed goals (get this wrong and you’ll waste your time and money on useless activities)…
  • The 3 crucial factors for resolving customer issues (we’ll show you how to rank them)…
  • How to use a 7-step model that encourages team members to succeed (and how to obtain resources)…
  • Our proven formula for developing a rock solid team (this will give valuable insights regardless of your team’s skill level)…
  • 4 different habits of communication styles and how to make them more effective (pick your habits that need correction)…
  • How to reward good agent performance (and the one crucial question most supervisors forget to ask)…
  • The three main components to quality management (and common tools to use for quality improvement)…
  • Know what financial terms you need to understand (get this wrong and you’ll lose senior leader respect)…
  • Know how to increase creative thinking to solve problems so that your ideas get implemented, so YOU get the credit you so richly deserve (we’re giving you the exact same techniques we use every day), and more…

In short, Certified Call Center Supervisors (a.k.a. “Frontline Leaders”) are able to not only deliver a better customer experience and lower costs… they know how to improve performance of the frontline regardless of the organization they work for!

If you’re interested in becoming such a “Frontline Leader,” then I have one question for you…

Are You A “Doer”…or Just a “Talker?”

(or…Why You Might Want To Get Certified)

Let’s face it: Call Center Supervisors are a dime a dozen.

So how do you separate those who “walk the talk” from the ones who merely…


That’s the problem!

And at Call Center Coach, it was our problem, too. You see, we don’t just teach frontline leader best practices, we actually struggled through our own way to become successful frontline leaders.

We aren’t researchers. We aren’t journalists.

We’re leading companies (both online and offline) in B2B and B2C markets selling everything from financial services to auto parts to and everything in-between.


…so we know how hard it is to find truly skilled people who know what they’re talking about.

And that’s why we created the “Certified Call Center Supervisor” course and certification based on the Supervisor Success Path and the Call Center Coach Community all in what we call the Call Center Coach Academy.

We built this certification and Call Center Coach Academy to be the frontline leader development program we always wanted, but in the spirit of “open sourcing” our business, we’re making this certification and training available to the world.

In short, we’re making it available to YOU…

Become a Certified Supervisor Today

…and get much more by enrolling in the Call Center Coach Academy.


Supervisor Success Path Course Details

In this 6-module course, you’ll begin your journey on the 6 skills found in all successful frontline supervisors. Learn and validate your knowledge and skills.

Module 1:

Staff Development
Lesson 1: Hiring the Right Employees
Lesson 2: Mission and Vision Statements
Lesson 3: Meet and Exceed Goals
Lesson 4: Planning Staff Schedules
Lesson 5: Stretch for Success
Lesson 6: Communication
Lesson 7: Celebrating Success

Module 2:

Customer Service and Sales
Lesson 1: Meet Customer Needs
Lesson 2: Resolving Customer Issues and Concerns
Lesson 3: Modeling Service and Sales Behaviors
Lesson 4: Fostering Continuous Improvement
Lesson 5: Acting Decively
Lesson 6: Active Listening

Module 3:

Results Orientation
Lesson 1: Fiscal Responsibility
Lesson 2: Find Innovative Solutions
Lesson 3: Managing Performance
Lesson 4: Critical Thinking
Lesson 5: Communication Channels
Lesson 6: Escalation Management

Module 4:

Collaborative Relationships
Lesson 1: Build Collaborative Relationships
Lesson 2: Acknowledging Others’ Ideas
Lesson 3: Flexibility and Resilience
Lesson 4: Leveraging Diversity

Module 5:

Communication and Change Management
Lesson 1: Championing Change
Lesson 2: Deliver Information with Confidence
Lesson 3: Communicating Sensitive Information
Lesson 4: Checking for Understanding
Lesson 5: Tone of Voice
Lesson 6: Providing Technical Knowledge