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MANAGING CALL CENTRE STAFF: List of resources
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Switch On Series
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The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinki...
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Passion for Service Excellence
from the series:
Workplace Excellence Series
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See the difference when people want to provide exceptional service. Learn that when you’re passionate about you...
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Recognition & Feedback
from the series:
Workplace Excellence Series
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Motivate people, develop skills and improve work performance. Learn how to give immediate recognition and feedback, b...
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How to Manage & Motivate a Sales Team
from the series:
Take Away Training Series
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Sales managers all need to implement the seven essential skills covered in this program to ensure the success of their...
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Controlling Call Time
from the series:
Hotlines Series
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Staff in call centres need to be able to control call time and manage talkative callers politely.
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Focusing on Results
from the series:
Hotlines Series
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It is not enough for call centres staff to have the right manner. They must also focus on results. We all need to know...
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Meet the Dial Tones
from the series:
Hotlines Series
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Jamie, Martin and David work in a call centre. They form a band, The Dial Tones, and write a song that strikes a ch...
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Staying Positive
from the series:
Hotlines Series
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Call centres need their staff to stay positive. This program encourages staff to manage pressure and enjoy the team.
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Managing Call Centre Staff
from the series:
Learning a la Carte Series
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This video describes the latest research on staff turnover and the special characteristics of call center staff. L...
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