Contact center employee engagement surveysgive front-line agents a voice and provide supervisors with a highly accurate snapshot of “what’s working and what’s not.”
Training and developing front-line supervisors to be highly effective leaders who get measurable results.
Intentional Coaching Boot Camps. Offered several times a year in Las Vegas these 2.5 days hands-on workshops includes a guided tour of Zappos’ world class contact center. The Intentional Coaching Model™ is a proven coaching system that gets agents to focus on improving the quality of the customer experience, not just efficient call-handling. Open to the public. Supervisor teams are encouraged to attend together.
On-site, customized Leadership Training Workshops — including Intentional Coaching Certification. Instruction focuses on transitioning supervisors from performance enforcers and firefighters to highly-effective leaders and talent managers.
Webinars and tele-seminars. Timely topics for supervisors and managers that address contact center management issues, trains supervisors to be more effective leaders, and offers culture change strategies. Powerful content delivered directly to your conference room at a price you can afford.
Changing work place cultures and agent attitudes via the customer service fable, The Napkin, the Melon & the Monkey.
Napkin Melon Monkey Book Clubs. This unique supervisor training program transforms agent attitudes and improves front-line performance. The program provides all the training, tools and support supervisors need to lead their team through a series of four powerful Napkin Melon Monkey Book Club sessions.
Workplace Wisdom Break Team Building Resources for Supervisors. Providing a package of training and creative engagement-building materials Supervisors use to inspire, empower and motivate their teams.