List of NGG Consulting's Modular Management Training Programs
Connecting People
Managerial Skills for Contact Center Managers
This program is available as either a full-scale Management Training Program that lasts seven days or modular single day management training courses. The full scale management training program deals with self management, team management, professional management, service/sales management and profit management. While the single day management training courses are split into:
- Contact center manager role perception
- Skills for training and coaching team leaders
- Managing managers teams
- Advanced communication skills
- Managing the contact center as a profit unit
- Analyzing and improving service levels
- Employee retention
- Contact center operational and IT systems
People for People
Team Management in Contact Centers
This program is available as either a full-scale Management Training Program that lasts six days or modular single day Management training courses. The full scale management training program deals with self management, team management, professional management and service/sales management. While the single day management training courses are split into:
- Team manager role perception
- Training and coaching skills
- Interpersonal communication skills and dealing with conflicts
- Listening to agent calls and feedback skills
- Employee retention
- Team management
- Shift briefing skills
- Training skills
- Service/sales management
Shift Management as a Profession
Managerial Skills for Shift Managers
This program is available as either a full-scale Management Training Program that lasts five days or modular single day management training courses. The full scale management training program deals with shift manager role perception, principles of shift management, data mining and decision making, shift briefing skills, interface management in the contact center, employee management and contact center availability management
While the single day management training courses are split by topic:
- Shift manager role perception
- Principles of shift management
- Managing the operational systems
- Data analyzing and decision making
- Shift briefing skills
- Interface management in the contact center
- Dealing with challenging situations during shifts
- Employee management
- Contact center availability management
Personal Coach
Coaching Skills for Senior Agents
This Comprehensive Management Training Program is only two days long and includes the principles of coaching, coaching techniques, senior agents as coaches (role perception) and dealing with challenging situations in coaching.
Other Modular Training Solutions
 Contact Center Agent Training Solutions
Sales Training Solutions
Return to the Contact Center Planning, Development & Set-up
For more information on NGG Consulting's Management Training Programs, please Contact Us
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