Download 89 Learning Points for Coaching Call Center CSR's by Peter R. Garber PDF

By Peter R. Garber

The conventional function of the decision middle manager is something of the previous. Being an efficient trainer is quick turning into the main useful asset you could supply your staff, name middle and association. This interactive education advisor is designed for these liable for the final luck of the decision middle. it truly is full of assistance and methods to help you do your task higher and continually trainer your CSR s to enhance their talents and the extent of carrier they supply. The booklet is geared up into 5 elements that drill right down to the manager s position: The altering function of the manager Motivating others developing powerful communications aiding CSR s interact as a crew Resolving conflicts among CSR s in exactly mins, you ll achieve perception and counsel that might aid you swap from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum capability.

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But this is not quite the same thing as playing fast and loose. • A racetrack is fast when it is in good running condition. • A green on a golf course is fast when the ball moves easily and quickly. • A friend is fast when he/she is loyal. • A watch is fast when it is ahead of time. • To be fast asleep is to be deep in sleep. • To be fast by is to be near. • To fast is to refrain from eating. • A fast may be a period of non-eating or a ship’s mooring line. • Photographic film is fast when it is sensitive to light.

Programs such as employee of the month awards or other types of official awards would fall into this category. Formal recognition is also an important part of your recognition program for your employees in the Call Center. qxd 9/8/2006 2:10 PM Page 22 Learning Point 13 Which is the Best Way to Recognize? Informal vs. Formal There really is no right or wrong answer to which way is the best way to recognize your employees. Both informal and formal forms of recognition can be very important to your employees.

Scoreboards need to be kept current. • Keeping scoreboards updated needs to be the responsibility of those whose performance is being measured. • The information that scoreboards provide needs to be useful and easily understood. • Once established, scoreboards need to be continued as long as there is a need and use for the information they communicate. qxd 9/8/2006 2:10 PM Page 30 Learning Point 20 Scoreboard Exercise What are some ways that you can provide some type of scoreboard to employees in your workplace?

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