Leadership Development with MWCCA
The Midwest Contact Center Association is committed to providing cost effective best-in-class resources locally to help contact center professionals grow and thrive. This year we are hosting two training sessions. The first is a 6 week in depth workshop around coaching and mentoring and the second (in the Fall) is an 8-week Supervisor Certification. We ran the Supervisor Certification last year and the reviews from attendees were fantastic.
Developing successful front-line contact center leaders can be one of the biggest challenges we face, and the Midwest Contact Center Association wants to help augment your internal leadership development goals by hosting these two programs. Similar workshops cost over 4 times as much and that does not include the travel expenses!
We’re happy to announce the first of two of our contact center leadership development certification workshops entitled Contact Center Coaching and Mentoring beginning Thursday May 31st. The Contact Center Coaching and Mentoring certification is a 6-week hands on practicum where attendees will split time between learning best practices, participating in activities that put the concepts to work, and working on their certification project by developing a plan to tackle their biggest coaching challenges.
The certification of the attendee will be based on attendance, participation, and a plan they develop. If you are a contact center Director or Manager, this is an excellent chance to help take your leaders to the next level and we highly encourage you to help develop the certification project for your attendees.
The Certification Workshop will run for 6-weeks on consecutive Thursday mornings from 8:00 am to 11:30 am at Element (on Hwy 494 near Hwy 169). We will begin May 31st and the last week will be July 12th. We will skip the week of July 4th.
Coaching and Mentoring Certification Course Outline
For a week by week Agenda, please look at the attachment below. The general goals are as follows:
- Take away a coaching method
- Identify the most challenging coaching target/ situation
- Develop the plan, methodology & tools to address this challenge
- Weekly practice and activity to reinforce the learnings
- Overall assessment and certification
Pricing: Members $350 for all 6 weeks. A coaching certification workshop like this is typically around $2,000 per person plus travel expenses. The MWCCA is very excited to fulfill our mission by offering this high-quality leadership training package as economically as possible. We know you’ll be happy.
About our InstructorDayne Petersen is the Lead Instructor and Consultant for Benchmark Portal, & Principal and Consultant for Call Center Solutions. She has 30 years of experience running contact centers and consulting with hundreds of contact centers and teaching best practices. Dayne is one of the top contact center consultants and trainers in the nation and co-founder and executive board member of the Midwest Contact Center Association.
Coaching and Mentoring Course Outline.docx