How Do You Develop An Effective Contact Center Leader?
Developing successful front line contact center leaders can be one of the biggest challenges we face. It is also one of the most critical to our future success.
“Almost all of front-line managers are moved from individual contributor roles from within the organization. Lack of training on managerial skills, lack of clear expectations for this new role, short-term versus long-term focus, and a heavy workload are top challenges for new managers. Senior leaders need to set the expectation for front-line managers and HR/L&D functions should support their development with training.
“The front-line supervisors and managers are the most critical roles in the organization and we spend the least amount of time and money selecting and training these employees.” ~ HCI Survey respondent
The MWCCA Supervisor program is designed to augment internal training focusing on the unique needs of the contact/call center. The MWCCA Supervisor Workshop combines the teaching of best practices with a practical approach that also focuses on the business problems and challenges faced by the attendees.
The certification of the attendees will be based on attendance, participation and a plan they will develop to either:
- 1. Solve what they see as their biggest operational challenge, or
- 2. Activities to develop a personal development plan
Each week a segment of the class time will be dedicated to taking what they've learned and turning that into addressing their operational challenge and/or to address their individual personal development plan. This will be a fantastic opportunity to learn from the instructor as well as hear from others in the workshop that may have faced similar problems and found unique solutions.
MWCCA Supervisor Certification - What You Can Expect
The MWCCA Supervisor Certification Program covers the most important topics for a contact center leader to master. Completion of this program will develop and hone Supervisor and Management skills with the goal of effective leadership for your team.
The classes will be held on consecutive Friday mornings beginning September 28th and concluding on November 16th. Each session will run from 8:00am to Noon and will be held at the Centennial Lakes Office Park in Edina, MN.
·Leadership & Management Tips, Techniques and Strategy
·Recruiting and Hiring in this challenging environment
·Employee Experience, Satisfaction and Retention
·Measuring Customer Experience and Satisfaction
·Quality Monitoring & Assurance Program
·Coaching for Center, Supervisor & Agent Success
·Technology – a quick primer on the alphabet soup
·Workforce Management Concepts and Strategies to manage attendance, staffing challenges and some of the newer strategies being implemented
This Certification program will give front-line Supervisors & Managers what they need to succeed as a contact center leader. In a few short weeks you will gain contact center expertise and wisdom from one of the best instructors in the country.
MWCCA Members only pay $450 for this workshop which would easily cost 4-5 times that amount elsewhere. You won't find better training value than this anywhere.
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.