Emerging Leader Courses for Contact Centres
Do you have some great call centre agents that are ready to take the next step?
If you’ve identified an emerging leader in your contact centre then it’s critical you provide them with the skills to successfully take the next step in their career.
Whether it’s to prepare your emerging leader for a temporary ‘acting opportunity’ to cover some annual leave, part of a formalised succession plan or just being thrown into the deep end, our courses will ensure that they are ready to step into a leadership role in a contact centre environment.
And whilst the expected functions of a Team Leader can differ between organisations, our courses focus on the fundamental skills that include coaching, performance reviews, escalations, team meetings, reward and recognition, rostering, sick leave management just to name a few.
So set your employees up for success and learn more about our emerging leader courses just for contact centre professionals.
Why training emerging leaders is critical in a contact centre
The Team Leader role is one of the toughest roles in the contact centre and also one of the most critical. Think of the consequences of a poorly performing Team Leader:
- You won’t just have one disengaged employee (the new Team Leader), you’ll have a whole team of disengaged contact centre agents. And you know what that means – reduced performance, increased sick leave, increased turnover and a declining customer experience.
- You’ve probably already lost your best agent (you took them off the phones for this opportunity remember) and if they aren’t supported in their new opportunity, you just may lose them altogether as an employee.
If you’re a new or emerging leader in a contact centre, sign up for this course with CX Skills – you will not be disappointed, and the skills you will learn will set you up for the rest of your career
Luke MintonOperations Team Leader at AccessPay Pty Ltd
Upskilling your contact centre emerging leaders
Firstly, there are were no available courses that provided a great overview of contact centre management providing future leaders with the fundamentals of call centre management they needed to know.
And secondly, often the available leadership and coaching courses were built on principles that just don’t apply, or have no relevance to, the unique contact centre industry.
All our emerging leader courses are delivered by current or former contact centre managers ensuring the course participants are learning from someone who has “been there, done that” with extensive subject matter expertise and lot’s of credibility!
Whilst we offer a few different course options, all our courses are designed to deliver four key outcomes: