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.
In this Lunch & Learn 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:
- Career Development Pathways – How to ensure these are structured and supported.
- Using fair selection methods – The importance of equality, feedback and personal development plans.
- Leadership Development – How to provide an ongoing, modular and digitally enhanced solution to closing the skills gaps in your current and future leaders.
Carolyn Blunt | Managing Director of Ember Real Results
Carolyn is Managing Director of Ember Real Results, an organisation within the expert customer management consultancy Ember Group, and one that works with contact centres to improve performance through world-class training, coaching and learning. For the past decade Carolyn and her team have become especially renowned for identifying opportunities to improve customer experience and sales whilst creating efficiencies. The pragmatic and interactive solutions deliver lasting real results.
At Ember Real Results we are in the business of delivering lasting performance improvement through bespoke training and coaching in a cost-effective and results-focused way.
We design bespoke solutions that develop outstanding skills on the front line and at leadership and management levels, and deliver culture change in customer service.
For more information or to talk some more feel free to contact us here.