Course OutlineModule 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.