Great supervisors make a difference in agent job satisfaction, agent retention and customer satisfaction.

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This powerful workshop transforms supervisors from being firefighters and enforcers to being skilled facilitators and mentors

Supervisor Intervention Workshop: Tools & Techniques to Improve Employee Engagement and Reduce Attrition

Assuming an agent is a good fit for the job and they have the basic skills, their future success rests with their supervisor. Research has proven the link between supervisor efficacy and agent retention.

In this interactive session, supervisors learn:

• What front-line reps say they really want and need from their supervisor.
• The basics of motivational psychology.
* The crucial role supervisors play in the work lives of agents.
• A list of little things that have big impact on team morale.
• Simple, no-cost steps to take today that guarantee better retention tomorrow.
• Step-by-step process for maximizing regular 1:1 meetings with agents.
• How to use informal “drive-by” interactions to recognize “what’s right.”
• Practical ways to transition from being a firefighter or enforcer to becoming a valued mentors & career guide.
• How to build employee engagement by using a fable book and other creative communication tools.
• How to use a story circle in team meetings to build a cohesive team.

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A one-of-a-kind teambuilding program for supervisors that teaches them how to bring out the best in their teams, themselves and each other

Great Supervisors Make a Difference Workshop: Going from Good to Great

This innovative Workshop is designed for a team of 5 to 15 call center supervisors to experience together. The session provides a rare opportunity for supervisors to not only learn to motivate their reps to do their best, but learn new ways to work as a cohesive team. Each session is custom-designed to meet the team of supervisors “where they are.” Supervisors leave the Workshop feeling energized and equipped with the tools they need to make a significant difference in the lives of their reps, the call center, their customers and each other.

In this interactive workshop, supervisors learn:

• How to be a more effective and confident communicator.
• Strategies for motivating reps to take greater personal responsibility for their work.
• Which interventions to use when reps behave badly.
• Simple, no-cost methods for improving schedule adherence and employee commitment.
• Proven techniques for making the most of each employee’s unique talents and abilities.
• How to utilize creative storytelling to help front-line reps connect with each other.
• Smart strategies to prevent the best reps from leaving the company.
• Surefire methods for reducing work-related stress.

Call center Managers:
Consider this Workshop for your next supervisor retreat. Delivered on site at your location or off site at a nearby hotel, this experience is bound to make your supervisors feel better than ever about the work that they do.

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More training classes and workshops for call center and contact center supervisors, team leaders, coaches and quality assurance professionals.

the Napkin, the Melon & the Monkey is published by Front Wheel Learning, a division of Barbara Burke & Associates, Inc.

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