By Peter R. Garber
The normal position of the decision middle manager is a specific thing of the prior. Being a good trainer is quick changing into the main useful asset you could supply your staff, name middle and association. This interactive education advisor is designed for these chargeable for the final luck of the decision middle. it's choked with suggestions and techniques that can assist you do your task larger and continually trainer your CSR s to enhance their abilities and the extent of carrier they supply. The publication is prepared into 5 elements that drill all the way down to the manager s function: The altering position of the manager Motivating others growing potent communications supporting CSR s interact as a staff Resolving conflicts among CSR s in precisely mins, you ll achieve perception and information that would allow you to swap from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum power.
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Extra info for 89 Learning Points for Coaching Call Center CSR's
Check those that you would like to see increased when working with CSRs in the call center. qxd 9/8/2006 2:10 PM Page 28 Learning Point 18 Keeping Score Everyone needs to know the score. Just like in sports, everyone needs to know what the score is in the game against the competition. Just think about what a sporting event would be like if no one kept score or communicated the results of the contest. Keeping score at work is just as important. If employees don’t know how they are doing against the competition, they won’t know if they need to improve their performance or not.
Scoreboards need to be visible to everyone who has an interest and need to see them. • Scoreboards need to be kept current. • Keeping scoreboards updated needs to be the responsibility of those whose performance is being measured. • The information that scoreboards provide needs to be useful and easily understood. • Once established, scoreboards need to be continued as long as there is a need and use for the information they communicate. qxd 9/8/2006 2:10 PM Page 30 Learning Point 20 Scoreboard Exercise What are some ways that you can provide some type of scoreboard to employees in your workplace?
Progress toward shared goals will be better understood. • Problems can be identified earlier on in the process as a result of sharing this information. • People will be more motivated if they understand the results of their efforts by understanding their team’s score. • Where the team stands in relation to the competition will be better understood. • Everyone will be better able to focus on moving in the same direction toward achieving the goals of the team. qxd 9/8/2006 2:10 PM Page 32 Learning Point 22 Check Your Understanding 1.
89 Learning Points for Coaching Call Center CSR's by Peter R. Garber