Call Center Supervisor Training: Drive Agent Performance

The Path Forward

As a result of our research, we developed and verified a unique training methodology and curriculum to upskill frontline leadership to successfully establish, develop, and maintain optimal performance organization-wide. Implementation of this program alone has proven to optimize operations, shifting core performance by 10% and generating savings into the millions. If you could gain that much value with the implementation of a singular program, wouldn’t you do it?

We analyzed the recurring metrics prioritized by frontline leaders across industries and were able to categorize each into one of five critical functions of these management roles: timeliness, customer experience, employee engagement, conversion, and efficiency. The successful practice of these functions is what distinguishes the high performers from their lower-performing peers.

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