Contact Center Training

Supervisor Certification

This Supervisor Certification course covers the ingredients for great supervisors and exceptional supervisor-led teams. The course both makes the participant step back and look at the supervisor role from a higher level, and explores the day-to-day interactions that make all the difference for success.

As a result of this course, participants should:

  • Gain added insights on their leadership role as a contact center supervisor
  • Understand what motivates agents to perform at their best
  • Hone time management skills for the benefit of agents and the team
  • Be able to explain and implement best practices goal setting
  • Identify listening skills and communication styles that are key to smooth functioning of supervisor teams
  • Learn how to organize and execute coaching sessions
  • Understand how to optimize agent performance
  • Know how to build effective teams that engage agents and produce superior results
  • …and more.

For All Supervisors/Coaches

On-Demand Course

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7 Modules | ≈ 5-6 Hours

COURSE

Course Objectives

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Leadership as a Supervisor

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Time Management

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Listening

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Communication

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Employee Engagement

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Coaching Basics

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Coaching and Development

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Teamwork

COURSE

Private Course Offerings

Personalized Training Delivered At Your Center!

Our on-site call center training provides a cost-effective way to optimize your training in your own call center, and cover key issues to successfully elevate your contact center to new levels of excellence.

  • Learns through action – in your center, using your data, using their center management tools and managing your resources
  • Customize the learning experience by focusing on specific areas of interest
  • Save on employee travel cost
  • Minimize time away from work
  • 2-3-day training at client’s location
  • Course materials, examinations, and certificates included.

TESTIMONIALS

What Our Customers Say

“As a new coach (7 months) I feel this course has given me the tools to bring my agents to a place of success, have more time & use it efficiently, connect the team, build morale & have a great positive impact on my organization. In short, I don’t feel like I’m grabbing at straws anymore. I feel focused and empowered to be amazing.” 

On-Site Attendee

 September 2017

“I learned so many great concepts that I can immediately implement upon my return.” 

Kathy Marrero

Coach

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