Webinar: Growing contact centre advisors into team leaders

The contact centre provides excellent opportunities for career progression. Moving talent from the front line into leadership roles is a great way to retain your best people. But do good Advisors automatically make the best Team leaders? Not necessarily.  Making the transition from being ‘one of the team’ to the ‘boss’ can also cause tensions and awkwardness that can leave all relationships feeling strained.  Making the selection process fair and equitable is also key to avoiding disillusionment and frustrations.

During this webinar, Carolyn Blunt, Contact Centre People Development expert, will outline 3 opportunities to move Advisors towards successful Team Leaders.

During the session we will cover:

  1. Career Development Pathways – How to ensure these are structured and supported.
  2. Using fair selection methods – The importance of equality, feedback and personal development plans.
  3. Leadership Development – How to provide an ongoing, modular and digitally enhanced solution to closing the skills gaps in your current and future leaders.

 

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