Supervisor Training

Hi, all! I'm putting a question out here for a reader who contacted me asking for information on improving leadership and management skills. I've directed her to these ICMI resources: Principles of Effective Contact Center Management Discover the Secrets to Call Center Management Success http://www.icmi.com/WebModules/Products/PubDetail.aspx?productid=593 Your Pivotal Role: Frontline Leadership in the Call Center http://www.icmi.com/WebModules/Products/PubDetail.aspx?productid=600 Workforce Management: The Basics and Beyond http://www.icmi.com/WebModules/Products/SeminarDetail.aspx?productid=327 You folks got any additional resource offerings? Thanks! -- Layne Holley, ICMI

Hello, I just got hired to be a Customer Service Supervisor for a small group of five agents. The setting is in a small call center. Any links or suggestions on how to first start off in the right direction with my staff? I have limited supervisory skills but I am very dedicated to being a great leader. Thank you so very much!! Peace, -- Stefania Figueroa, BCBS

What are the various measures to find the training effectiveness? Would like to know the various processes which can be adopted to measure training effectiveness in an IT firm. -- Nanda Babani, Vertex Computer systems

What training would you recommend to enhance process and people management for an Assistant Vice President?

Are there any training seminars for a call center team leader? Specifically, on professionalism and ethics and how to handle his or her team?

I am a supervisor at an inbound call center. As part of supervisor development, I have been tasked to lead a meeting with fellow supervisors and managers from around the company. My topic will be on motivation. What would be an excellent interactive task I could share with the attendees that would have them walk away from my presentation remembering all I've let them know? -- Robert Kelley, Travelocity

We are in the process of restructuring our 70-seat call center and the question of training keeps coming up. Where do your call center trainers reside in the organization? Do they report to call center management or to corporate training? Thank you for your input. -- Kathy Parkerson, Eastern Financial Credit Union

I just became a call center supervisor. Please give me any and all advice on how to motivate, help, etc., my CSR's. Also, how do you monitor 10 to 15 people at a time? What guidelines to you use for quality, etc.? Any help is greatly appreciated. Thanks so much. -- Donna

I work in an insurance call centre and I have recently recruited ten team leaders. What training I should provide to them for the first two months? What are the ten most critical training sessions to include. Any recommendations?

What level of external and internal training are other organisations providing each year for their Workforce Planners/Administrators? What type of training are you offering to ensure that they are exposed to emerging trends, best practices, etc.? -- Deborah Roberts, Contact Energy New Zealand