Modular management training programs
“Connecting People” - Managerial Skills for Contact Center Managers
Full-Scale Training Program (7 days):
 Self management
Team management
professional management
Service/sales management
Profit management Modular
Training Courses (1 day):
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 Full-Scale Training Program (6 days):
Self management
Team management
Professional management
Service/sales
Management Modular Training Courses (1 day):
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 Full-Scale Training Program (5 days):
Shift manager role perception
Principles of shift management
Data analyzing and decision making
Shift briefing skills
Interface management in the contact center
Employee management
Contact center availability management
Modular Training Courses (1 day):
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 Comprehensive Training Program (2 days):
Senior agent as a coach - role perception
Principles of coaching
Coaching techniques
Dealing with challenging situations in coaching
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