Welcome to the world of frontline leadership! It’s very different than what you were doing before. For that reason, the skills and attributes that you must bring to the job are very different, too. In this third volume of the Call Center Handbook Series, author Cliff Hurst equips you for the challenges of a leadership role by explaining:
- Why leadership is so critical in call centers
- Theories of Motivation: What makes your people “tick”?
- Time management: Where does your time go?
- How to improve your staff’s performance through monitoring and coaching
- Trends that will influence the way you lead
TAGS:
Quality Monitoring, Coaching/Feedback, Supervisor Training, Supervisor Selection, Continuous supervisor training, New supervisor training, Developing supervisor job profile, Supervisor assessment tools, Attitude/motivation assessment tools, Skills/knowledge assessment tools, Performance management, During customer contacts
