89 Learning Points for Coaching Call Center CSR's
The traditional role of the call center supervisor is a thing of the past. Being an effective coach is fast becoming the most valuable asset you can offer your employees, call center and organization. These lessons remind leaders that a tradition of winning alone won't make them successful. You have to continue a tradition of winning every day, whether you are a professional football team or any other type of organization.
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88 percent achieve appropriate behavior call center Changing Role Check Your Understanding co-workers collaboration collaborative work environment competition Complaint Handling concerning conflicts between CSRs Correct answer Dealing with Upset decisions direct reports effective coach effective communications Effective listening employees reporting ensure fast when he/she feedback sources feedback tool designed following best describes Formal recognition goals greatest potential Informal recognition interpret communications involves Keeping score Learning Points LearningPoint message we receive negative reinforcement Nonverbal communications organization people’s efforts performance feedback tool positive reinforcement reach their greatest receive feedback receiver confirms understanding receiver responds recognition would include resolve conflict sender clarifies Sender responds sender sends message situation skills Special plaque recognizing supervisor needs supervisor or coach supervisor’s new role Suppliers Synergy means team members telephone Telling employees today’s total result True Trust Understanding concluded Understanding continued upper management Upset CSRs upset employee voice inflections workplace