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Call Center Supervisor

The Role of a Call Center Supervisor – Leading For Results

This module discusses the role of a supervisor, the qualities needed to be an effective supervisor, and duties performed by supervisors.   By the end of this module, you will be able to:  Describe the role of the supervisor in the organization, Understand and apply the expectations for all supervisors, and Understand and use the…

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Positive Leadership

Positive Leadership – Leading For Results

The Positive Leadership Module demonstrates the difference between influence and authority, the connection between self-esteem and success, helps develop motivational strategies, explains the power of positive reinforcement, and helps develop skills in dealing with change.  Positive Leadership is free for Premium Members.

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Listening Skills

Listening Skills – Leading For Results

The Listening Skills module describes how to identify your listening strengths and weaknesses, how to explain the process of active listening and empathic listening, and how to practice new listening skills.  By the end of this module, you will be able to:  Identify the importance of listening in the communication process,

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Communication Skills 101

Communication Skills 101 – Leading For Results

This module describes how using human relations skills and interpersonal skills will help individuals succeed. By the end of this module, you will be able to: Explain the impact of human relations on job performance and other workplace issues, Explain the forces that influence behavior at work and Understand and

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Communication 102

Communication Skills 102 – Leading For Results

This module describes the communications process and examines communications styles.  By the end of this module, you will be able to:  Explain the communications process, Avoid barriers to effective communications and Understand and apply communication styles to be more successful.  This module is free to premium members.

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Communication Skills 103

Communication Skills 103 – Leading For Results

Communication 103 describes how to build trust with constructive self-disclosure and how to use the Johari Window communication model to discover more about yourself.  This module is free for premium members. d

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Coaching

Coaching – Leading For Results

The Coaching Module (module 7) presents the coaching skills required by supervisors in order to help develop their subordinates’ potential and to drive call center performance in the right direction. This is free for members of the Call Center Best Practices Premium membership.  

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Managing Discipline

Managing Discipline – Leading For Results

Managing Discipline (Module 8) discusses the difference between positive and negative discipline, explains progressive discipline, and applies principles of effective discipline to work situations.  This module is free for Call Center Best Practices Premium Members.

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Teamwork 101

Team Building 101 – Leading For Results

Team Building 101 explains teamwork and discusses characteristics of effective team building, describes how members of a work group can contribute to team building, and identifies four levels of empowerment. This is available free as a premium member.

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Teamwork 102

Team Building 102 – Leading For Results

Team Building 102, module 10, outlines how to use team-building strategies.  The objectives of Team Building 102 are, to develop an action plan for team building, be able to explain the stages of team development and identify the stage a team is currently at and to utilize the Characteristics of

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