Learning Points: 89 Activities and Actions for Coaching Call Center CSRs

by Peter R. Garber

The traditional role of the call center supervisor is a thing of the past. Being an effective coach is fast becoming the most valuable asset you can offer your employees, call center and organization. This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR s to improve their skills and the level of service they provide. The book is organized into five parts that drill down to the supervisor s The changing role of the supervisor Motivating others Creating effective communications Helping CSR s work together as a team Resolving conflicts between CSR s In just minutes, you ll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential.

120 pages, Paperback

First published November 1, 2006