Download 89 Learning Points for Coaching Call Center CSR's by Peter R. Garber PDF

By Peter R. Garber

The conventional position of the decision heart manager is a specific thing of the earlier. Being an efficient trainer is quickly turning into the main precious asset you could provide your staff, name heart and association. This interactive education advisor is designed for these liable for the final good fortune of the decision heart. it truly is full of counsel and methods that can assist you do your activity higher and consistently trainer your CSR s to enhance their abilities and the extent of provider they supply. The ebook is equipped into 5 elements that drill all the way down to the manager s position: The altering position of the manager Motivating others growing potent communications supporting CSR s interact as a crew Resolving conflicts among CSR s in precisely mins, you ll achieve perception and assistance that might help you switch from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum strength.

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Keep scoreboards current. In sports, scoreboards are constantly being updated to reflect the current performance of the teams competing against each other. Scoreboards leave no doubt about who is ahead in the game as well as how much improvement is needed by the team that is behind in the contest. This same principle needs to be true for scoreboards at work. They too must be kept current so that everyone can know how they are performing as a team and what needs to be done to be successful against the competition.

The best recognition programs include a balance of both formal and informal recognition to employees. qxd 9/8/2006 2:10 PM Page 23 Learning Point 14 Recognizing CSRs The following are a variety of ways in which you can recognize employees. Decide which of these suggestions would be considered informal and which would be considered formal methods of recognition by marking each as either “I” for informal or “F” for formal. qxd 9/8/2006 2:10 PM Page 25 Learning Point 15 Recognition Tips • Informal recognition can often be even more meaningful to recipients than formal recognition if it is perceived to be sincere.

Effective listening is not a passive experience—it is one that takes considerable effort, but is worth it in the end. qxd 9/8/2006 1:55 PM Page 43 Learning Point 29 Communicating is an Art Effective communications is more art than science. There are certain rules and procedures to follow when communicating with others, but there is no exact science as in other disciplines or fields of study. Yet communications is one of the most important skills that a supervisor or coach in a call center must possess.

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