Description: This module will help you identify causes of stress, recognize warning signs of being over stressed, identify the conscious and subconscious influences on behavior, and apply stress management skills to job situations. This module also explains strategies for effectively coping with stress and explains why employers value emotional control. Objectives: By the end of [...]
Call Center Metrics & Command Center
July 13, 2009 By 1 Comment
Executive Summary To improve the efficiency of the a contact center, it is necessary to implement industry standard metrics. A call center has an opportunity to improve its efficiency by leveraging the right measures to drive accountability at the department, supervisor, and associate levels There are several industry standard call center metrics that the a [...]
Call Center Metrics: Bill To Pay or Productive To Pay
July 12, 2009 By Leave a Comment
Measuring Productivity through Bill to Paid to maximize revenue Bill-to-pay (B2P), also known as Productive-to-Paid (P2P) Bill To Pay is the measure of the amount of time an associate is productive relative to the amount of time the associate is paid (or the amount of time billed to the client) B2P is typically a measure [...]
Time Management
July 10, 2009 By Leave a Comment
Description: This module teaches you how to analyze your current time management skills. You will learn how to determine which areas need improvement and how to develop a detailed action plan to achieve the improvements. Objectives: By the end of this module, you will be able to Explain the purpose of effective time management. Better [...]
Delegation
July 10, 2009 By Leave a Comment
Description: This module explains what is involved in the delegation process. You will learn why some supervisors are reluctant to delegate, and how to delegate work appropriately. Objectives: By the end of this module, you will be able to: Explain the importance of delegation. Avoid barriers to delegation. Pick the right person to delegate to. [...]
Setting Goals and Expectations
July 9, 2009 By 1 Comment
Description: This module explains the importance of goal setting, clarifies goals and objectives, helps identify your goals, and describes methods of monitoring progress toward attaining goals. Objectives: By the end of this module, you will be able to: Identify and create quality goals. Explain the importance of monitoring progress toward goal attainment. Module Contents: Introduction [...]
Understanding Individual Behavior: Motivation
July 9, 2009 By 2 Comments
Description: This module will help to identify your philosophies on motivation, examine motivational strategies to apply to specific situations, and demonstrate the importance of identifying employee motivators. Objectives: By the end of this module, you will be able to: Explain the supervisor’s role in helping employees achieve satisfaction of their needs. Identify motivational strategies that [...]
Team Building 102
July 9, 2009 By 1 Comment
Description: This module outlines how to use team building strategies. Objectives: By the end of this module, participants will be able to: Develop an action plan for team building. Explain the stages of team development and identify the stage a team is at. Utilize the Characteristics of an Effective Team Member. Module Contents: Teams versus [...]
Coaching
July 8, 2009 By Leave a Comment
Description: This module presents the coaching skills required by supervisors in order to help develop their subordinates’ potential. Objectives: By the end of this module, you will be able to: Explain what coaching means and the importance of coaching. Recognize when coaching should be employed and identify the appropriate coaching technique. Properly employ the appropriate [...]
Managing Discipline
July 8, 2009 By Leave a Comment
Description: This module discusses the difference between positive and negative discipline, explains progressive discipline, and applies principles of effective discipline to work situations. Objectives: By the end of this module, you will be able to: Define discipline and why it is necessary. Explain the supervisor’s role in the disciplinary process. Properly utilize the disciplinary process. [...]
