There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up?
With all of the technology advances both inside and outside contact centers over the past few years there’s been a significant skill lift required in frontline agents. Channel complexity continues to grow and so does customer expectations.
Perhaps the single most important ingredient in the success of your call center agents is the effectiveness of your frontline leaders. But, it’s also an area where many organizations have some serious shortcomings. By participating in this training with Penny, you’ll be best prepared to turn frontline leadership development into your strength.
What Penny will cover in this free training seminar…
- Identify the critical role that supervisors play in you call center’s success.
- The best practices for selecting frontline leaders.
- Learning the six core competencies needed for successful call center supervisors.
- Discussing the most critical elements of supervisory knowledge and skills.
- Identifying the best learning approaches to address supervisory training needs.
- How to identify ongoing resources to provide a continuous learning environment for leaders.
- Assessing your current supervisory knowledge and performance.
This seminar is designed to help you better understand what supervisors need to know and be able to do, along with options for providing the essential skills and knowledge. Since the first step in building a supervisory development plan is to assess current knowledge, as an attendee bonus you will have access to a Supervisory Essentials Assessment to identify knowledge gaps. You will also gain access for your Supervisors to complete a Self-Assessment Profile to better understand individual needs.
Penny Reynolds is one of the industry’s leading voices in call center training and education. She co-founded The Call Center School, where she spent 15 years developing and teaching a wide range of educational programs for call center professionals. Now an independent consultant, she is a popular speaker at industry conferences and continues to write for many industry publications. Penny is the author of many call center books, including Call Center Supervision: The Practical Guide for Managing Frontline Staff, Essentials of Call Center Coaching: Supervisory Strategies for Guiding Performance Improvement, Call Center Staffing: The Complete Guide to Workforce Management, The Power of One, Power Phrasing, and Business School Essentials for Call Center Leaders. She also co-authored the series of textbooks used in the University of Phoenix Call Center Management curriculum.
Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. He’s a certified Emotional Intelligence practitioner and former call center supervisor and a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), Advisory Board Member for CX University, and an ICMI Top 50 Thought Leader and CX Influencer with IQPC. Jim has authored nine ebooks regarding contact center quality, employee engagement, and customer-focused leadership development. He is a frequent speaker at industry events and is a featured contributor to Customer Think, ICMI, Contact Center Pipeline, CCW Digital, and has been published and referenced in numerous trade publications and articles.
- Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach – Click to Tweet
- Perhaps the single most important ingredient in the success of your call center agents is the effectiveness of your frontline leaders. – Click to Tweet
- By participating in this training with Penny Reynolds, you’ll be best prepared to turn frontline leadership development into your strength. – Click to Tweet
- This seminar is designed to help you better understand what supervisors need to know and be able to do. – Click to Tweet