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Building an Engaged Workforce

People Management course tagline
Course Description

Building an Engaged Workforce - Part of ICMI Elevate: The Contact Center Supervisor Training Series

(Formerly People Management for Supervisors as part of the Supervisor Leadership Development Program)


Course Description: This course provides supervisors with the knowledge to align operational goals with team engagement strategies, ensuring high productivity, lower turnover rates, and enhanced team morale. Supervisors will be equipped with practical tools and strategies to foster a motivated, high-performing team by focusing on four core areas: employee engagement, communication, team-building, and time management. Time management, often identified as one of the biggest challenges for supervisors, is a key element of this course, helping supervisors learn to better allocate time so they can spend more of it on building engagement and leading their teams effectively.

 

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   Course Outline
Course Outline

Module 1: Foundations for Employee Engagement 

  • Understand the core principles of employee engagement and why it is crucial for contact center success. 
  • Identify the key drivers that influence engagement levels within a team. 
  • Identify strategies to foster engagement. 
  • Explore the connection between employee engagement, customer satisfaction, and operational performance. 

Module 2: Team Building and Connection

  • Learn effective team-building strategies that foster trust, collaboration, and connection among team members. 
  • Understand the stages of team development and how to manage teams through each stage. 
  • Explore how to strengthen communication and relationships in remote, in-office, or hybrid teams. 
  • Develop strategies to create a sense of belonging and increase team cohesion. 

Module 3: Practical Strategies for Communication and Time Management 

  • Develop strong communication skills to provide clear direction and expectations to team members. 
  • Implement time management strategies to prioritize tasks and improve efficiency.  

Applied Learning Activities: Through case studies and role-playing exercises, supervisors will have the chance to practice engagement, communication, and team-building techniques in real-world scenarios. The focus is on connecting daily supervisory actions to larger organizational objectives, enhancing the value supervisors bring to their teams.

Interactive Experience: This interactive course equips supervisors with strategies they can apply directly to their roles, ensuring both personal and team growth through real-world case studies and scenario-based exercises. Participants will have hands-on opportunities to apply what they learn. 

Learn actionable strategies to manage time more efficiently, allowing supervisors to spend less time on distractions and more time building and supporting their teams. This includes prioritization tips and methods for delegating tasks effectively, freeing up time to focus on team development.

Immediate Application: Participants will receive a detailed toolkit that includes self-assessments, practical tips for improving employee engagement, and tools for managing time and communication effectively. The toolkit also features resources like conflict resolution models, engagement checklists, and time management strategies that can be immediately applied in the workplace. This hands-on approach helps participants connect theory to practice and directly apply these lessons to their teams. No other contact center training organization supports such a valuable takeaway.


   Who Should Attend
Who Should Attend

 

Contact Center Supervisor

   What You Will Learn
What You Will Learn
  • Explore the core principles of employee engagement and its direct impact on team performance and overall contact center success. 
  • Dive into what true engagement looks like and how it drives motivation, productivity, and customer satisfaction. 
  • Learn to assess the current engagement levels within your teams and identify key drivers of engagement. 
  • Understand the importance of building strong team connections through trust, collaboration, and effective communication.  
  • Learn strategies for fostering a sense of belonging within your teams, improving both individual and team performance.  
  • Discover the stages of team development and provide practical techniques to strengthen team bonds, whether the team is in-person, remote, or hybrid. 
  • Understand how to manage time and priorities and deliver clear and effective communication whether remote, in-person or hybrid.  
  • Receive time management strategies and tips that can be implemented immediately to create a more organized, focused, and productive team environment. 
   Get Started
Get Started

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

 

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Jan 15, 2025
9:30 am-5:30 pm ET

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Apr 11, 2025
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Jul 16, 2025
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