What call centre manager level are you?

It’s common knowledge that the majority of call centre managers typically started their careers on the frontline talking directly to customers. 

And whilst knowing the job from the inside-out can have its advantages, it often leaves call centre managers with a very myopic perspective having limited exposure of fundamental call centre management skills.

Those fundamental skills can apply to managing any call centre regardless of the industry, location or size of the contact centre.

In this podcast Justin Tippett and Daniel Ord cover the following topics: 

  • The two types of call centre managers.
  • The four skill levels of call centre managers.
  • The most important skill for call centre managers in today’s world.
  • What contact centre managers should be focussed on next. 

If you are a current contact centre manager or have responsibility for the contact centre channel this episode is a must-listen! 

Daniel Ord will be back in Melbourne to conduct his popular Call Centre Fundamentals course in April 2020. 

Here’s what others said about his last training course in 2019:

I have to say for me personally I rank the course as the best one I have done throughout my career so for that I thank you and Daniel very much.”

“It is one of the best courses I have done in my career.  It was all so relevant and logical.  My challenge now will be ‘where to start’!”

“I have so many opportunities to improve my centre from this course and content. As I was already in the job I did wonder just how much value it could give me but… wow! The knowledge I have gained in just two days has helped my validate my concerns, be able to enunciate the challenges that some of my performance metrics \place onto the team and identify some significant areas for improvement”

Resources mentioned in this Podcast

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Upcoming Industry Events:


Customer Experience and the COVID Crisis with Don Peppers

Free
Scheduled
Event Organiser:
CX Central
Virtual/Online

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

$30
Scheduled
Event Organiser:
Auscontact
Virtual/Online

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

$397
Scheduled
Event Organiser:
CX Skills
Zoom

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

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