Building an Engaged Workforce

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.  

Contact Center Supervisor

• 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. 

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.