Call Center Leadership Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Call Center Leadership




Total 21 training courses and degree programs available around the world.

HDI Support Center Team Lead (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that you learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.

This course is designed to assist you in preparing for the HDI Support Center Team Lead (HDI-SCTL) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

What You&,#146,ll Learn

Essential team lead management and leadership skills
The importance of service level agreements and operational level agreements
The ITIL processes of incident,... [Read More]

HDI Support Center Team Lead (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that you learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.

This course is designed to assist you in preparing for the HDI Support Center Team Lead (HDI-SCTL) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

What You&,#146,ll Learn

Essential team lead management and leadership skills
The importance of service level agreements and operational level agreements
The ITIL processes of incident,... [Read More]

Support Centre Team Lead (SCTL) (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organisation and the coaching skills to promote staff development. The support centre team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

Support Centre Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team.

This course is designed for support professionals who need to develop fundamental management and leadership skills.

The HDI Certification Exam is included in all HDI Public Training Courses.

Key Topics

Support Centre Overview
•The Evolution of the Support Centre
•The Role of the Support Centre
•The Role of the Support Centre Team Lead
•Management Functions
... [Read More]

Call Center Leadership

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - ND Campuses
Training Center(s)/Venue(s): Bismarck, Fargo, United States

This course will focus on strategic leadership specific to assembling and preparing a strong team, defining quality assurance methodologies, determining appropriate performance metrics, executing motivation and retention strategies and understanding legal and personnel issues in correlation with strategic leadership as seen through project, financial and risk management.

Call Center Leadership

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - IL Campuses
Training Center(s)/Venue(s): Aurora, Rockford, Romeoville, Mokena, United States

This course will focus on strategic leadership specific to assembling and preparing a strong team, defining quality assurance methodologies, determining appropriate performance metrics, executing motivation and retention strategies and understanding legal and personnel issues in correlation with strategic leadership as seen through project, financial and risk management.

Call Center Leadership

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - WI Campuses
Training Center(s)/Venue(s): Appleton, Green Bay, Wausau, United States

This course will focus on strategic leadership specific to assembling and preparing a strong team, defining quality assurance methodologies, determining appropriate performance metrics, executing motivation and retention strategies and understanding legal and personnel issues in correlation with strategic leadership as seen through project, financial and risk management.

Call Center Leadership

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - FL Campuses
Training Center(s)/Venue(s): Fort Myers, New Port Richey, Ocala, Tampa, United States

This course will focus on strategic leadership specific to assembling and preparing a strong team, defining quality assurance methodologies, determining appropriate performance metrics, executing motivation and retention strategies and understanding legal and personnel issues in correlation with strategic leadership as seen through project, financial and risk management.

Call Center Leadership

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Rasmussen College - MN Campuses
Training Center(s)/Venue(s): Blaine, Bloomington, Brooklyn Park, Eagan, Lake Elmo, Mankato, Moorhead, St. Cloud, United States

This course will focus on strategic leadership specific to assembling and preparing a strong team, defining quality assurance methodologies, determining appropriate performance metrics, executing motivation and retention strategies and understanding legal and personnel issues in correlation with strategic leadership as seen through project, financial and risk management.

Call Center Management

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: Webucator
Training Center(s)/Venue(s): Jamesville, United States
  V


This Managing a Call Center training course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers’ typical responsibilities, and determine the necessary technologies needed to best serve the company’s customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center’s performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs.

Class Goals
•Learn how to establish a call center.
•Learn about the technologies that affect call centers.
•Learn to reduce th... [Read More]

Managing & Coaching your Customer Service Team

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Demos Middle East
Training Center(s)/Venue(s): Dubai, United Arab Emirates

Managing & Coaching your Customer Service Team training courses and programs are available at Demos Middle East, or it can provide customized training on your request. Please visit the official website of Demos Middle East or call for details.

Customer Contact (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: TAFE NSW Hunter Institute
Training Center(s)/Venue(s): Newcastle, Australia
  V

This course is for trainees and other people who want to work in the customer contact centre industry as a team leader, supervisor or entry level manager.

You will learn about leadership in the workplace including operations, safety, leading change, implementing information systems, leading workteams and developing teams and individuals.

You will acquire skills in using basic computer technology, promoting innovation and change, developing training courses and assessment tools, developing and using complex data bases and spreadsheets, developing financial plans and managing business operations.

NVQ Diploma in Customer Service level 3

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Leicester College
Training Center(s)/Venue(s): Leicester, United Kingdom
  V

It is suitable for candidates who have particular customer service and administrative job roles, who are working in a customer service environment or whose role is to provide service to customers
To achieve a full OCR Level 2 NVQ Certificate in Customer service, candidates must achieve 28 credits; 8 credits from the mandatory units and 20 credits from optional units. Candidates must select at least 1 unit from each optional
group impression and image, handling problems, delivery and development and improvement. You will demonstrate competence by gathering evidence from the workplace. observation , witness testimony and questionning

Managing Customer Service

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: ctc TrainCanada
Training Center(s)/Venue(s): Calgary, Edmonton, Halifax, Mississauga, Ottawa, Saskatoon, Toronto, Vancouver, Victoria, Winnipeg, Canada

Please click on the training course title to find contact information and links to ctc TrainCanada's website.

Critical Elements of Customer Service

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: ctc TrainCanada
Training Center(s)/Venue(s): Calgary, Edmonton, Halifax, Mississauga, Ottawa, Saskatoon, Toronto, Vancouver, Victoria, Winnipeg, Canada

Please click on the training course title to find contact information and links to ctc TrainCanada's website.

Contact Centre Operations

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Hull College
Training Center(s)/Venue(s): Kingston upon Hull, United Kingdom

Please click on the training course title to find contact information and links to Hull College's website.

Customer Service Skills

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Hull College
Training Center(s)/Venue(s): Kingston upon Hull, United Kingdom

Hull College is running a training course/program about Customer Service Skills, or has provided such training courses/programs before. Please visit the official website of Hull College to check the availability of this course.

Small Contact Centers: Measuring and Improving Performance

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: International Customer Management Institute
Training Center(s)/Venue(s): Colorado Springs, United States
  V

Limited resources do not have to mean limited results. When you learn what is important to measure, gather accurate data and use your metrics to tailor your coaching techniques, you will achieve greater performance—even if yours is a small call center. With ICMI’s Small Contact Centers: Measuring and Improving Performance virtual classroom course, you’ll learn which metrics are important, how to be as accurate as possible when obtaining them and ways you can tailor your training and hiring practices accordingly.

This course details the different categories of metrics and helps you make sense of which ones are most critical to your Key Performance Indicators (KPIs). We’ll help you explore how to best measure them and how you can use the results to positively influence individual performance. We’ll also reveal why quality monitoring is a must the things you should be doing to get a handle on it.

In ICMI’s Small Contact Centers: Measuring and Improving Performance virtual classroom, you’ll also learn to take your coaching acumen to the next level in order to bo... [Read More]

Contact Center Culture

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: International Customer Management Institute
Training Center(s)/Venue(s): Colorado Springs, United States
  V

An inspiring call center culture doesn’t have to mean expensive benefits for employees. It’s much more about the relationships and positive work environment that you are able to promote. Through ICMI’s Contact Center Culture: Motivation through Collaboration virtual classroom course, you’ll gain an understanding of the relationships and dynamics of culture and how it impacts employee commitment and performance. Plus learn a framework for building a supporting culture under various organizational structures and conditions.

The course starts with an evaluation of your organization’s culture. You’ll define your culture and measure your current employee commitment and engagement levels. You’ll learn the importance of culture and how it makes an impact on performance.

Next, you’ll learn a framework that will guide you to building the type of culture that inspires employee commitment. By going beyond the typical rewards and recognition programs, although they certainly have their place in a positive culture, you’ll understand what really motivates employees. You’ll ... [Read More]

Contact Center Agent Coaching

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: International Customer Management Institute
Training Center(s)/Venue(s): Colorado Springs, United States
  V

Effective coaching strategies are truly tested when employees are not working up to expectations. Managers who are able to positively influence people under difficult circumstances prove invaluable to their organizations by saving time, money and customers. ICMI can help you boost your skill set and confidence in this area.

Through ICMI’s Contact Center Agent Coaching: Addressing Challenges in Agent Development virtual classroom course, you’ll examine coaching challenges including employee resistance, stalled performance negotiations, and other behaviors along with the real-world techniques for eliminating them. Learn ICMI’s “Dirty Dozen?steps for dealing with special situations or difficult behaviors. And find out how “Sherlock Coaching?can help you discover why certain behaviors are happening so you may better understand how to curb them now and avoid them in the future.

This virtual classroom course will give you the tools necessary to react calmly in difficult situations, be objective, deliver constructive performance criticism and use positive reinfor... [Read More]

Smart Strategy = Strong Leadership Workshop

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: International Customer Management Institute
Training Center(s)/Venue(s): Colorado Springs, United States
  V

Apply the lessons of the world’s best customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges through ICMI’s Strong Strategy=Strong Leadership executive-level workshop. This two-day workshop will give you the information and direction necessary to develop, implement and manage a contact center strategy and leadership process.

This intensive and effective executive program is guaranteed to give you the direction needed to manage the changes in customer relationships driven by today’s multi-channel environment. You’ll become an even stronger leader with the capacity to effectively implement a contact center strategy that drives value and recognition.

Through targeted exercises, true-to-life scenarios and discussions with your peers, you’ll immediately apply new skills and learn ways to:

Develop a comprehensive customer access strategy.
Integrate multiple customer contact channels.
Strategize for improving contact center return on investment.
Align people, processes, and technologies w... [Read More]

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