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Middle management is the absolute lifeline of your contact center.  Have you educated and given them the tools they need to be successful.

We are in the process of overhauling our management training program and want to give all of you an inside look at what you should be converting and how to do this.

This includes chapters on
:
TECHNOLOGY/OPERATIONS

• Telephony understanding
• KPIS (Already created a dictionary for this)
• Reports- What to look for
• Supervisor Checklist
• Starting the Day the Right Way
• Motivations
• Analytics understanding
• Daily Synopsis format

HR

• Dealing with agent issues (top 10 issues and how to handle)- Script and Video
• Attitude Effort importance
• Policies and Procedures
• Legal issues 
• What we can say, can't say to reps and peers
• When to Escalate to HR
• Chain of Command
• Slack 

MONITORING/COACHING/CLIENTS

• How to Coach
• Monitoring/Scoring
• Dealing with Clients

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

 Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. 

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. 

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. 

Click here:

expiviadigital.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com