Call Centre Leadership Seminar

What is the Call Center Leadership Seminar?

An annual seminar focused on call center training and motivational techniques centered around excellent service delivery and how to reach and maintain superior service standards. It provides supervisors and managers with new and additional skills to reinvigorate and improve the quality of call center customer service.

What are the benefits of preparation in the CCLS?

Network with industry peers and share best practices Develop/enhance leadership skills among senior staff Set the ground work for implementing new quality programs Supplement continuing education programs Prepare employees for impending organizational changes (new call center technologies/platforms, reorganizations, etc.)

What Topics are being Discussed?

The seminar focuses […] Read more

Call Center Leadership & Rep Training

What is Call Center Leadership & Rep Training?

Dalbar conducts call center training at your site. Dalbar works with you to create a training program that will focus on training call center leadership or call center reps or a combination of the two.

Leadership training typically includes any or all of the following:

Implementing quality standards and criteria Tips and techniques for providing service excellence Criteria calibration sessions Motivational techniques

Rep training typically focuses on the criteria and attributes used to evaluate calls and includes examples of industry best practices.

What are the benefits of Call Center Leadership & Rep Training?

Flexibility to build a program to train call […] Read more