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Training Program support manual on the operational and leadership model in Contact Center Supervisors.
Training Program support manual on the operational and leadership model in Contact Center Supervisors.
Expansion establishment for Contact Centers: Operational, financial efficiency and new sites.
Career routes and compensation schemes (route methodology).
Talent Management for Contact Centers.
Prepare and develop supervisors, coordinators, managers and directors of Contact Centers to run the operation, enhance talent, manage technology solutions and ensure exceptional service delivery with operational models in the Mexican and international market.
Directors, managers, coordinators, team leaders or phone representatives in preparation to be supervisors, as well as leaders from other areas who deal with Contact Centers.
Train supervisors and coordinators in a practical and didactic manner to keep their representatives motivated and inspired to achieve their goals as well as the best practices for performance review, development, retention and recognition; preparing them to be the future managers of the Contact Center.
Contact Center Supervisors and staff in the process of being a supervisor.
Identify the reasons for an annoying customer, identifying the sources of tension, empathic processes, handling of a relationship and appropriate conversation and alternative solutions and response.
All service personnel of Contact Centers.
Supervisors, mentors, coaches and quality staff of Contact Centers.
Know the best practices to improve the performance of quality analysts and representatives, through different quality techniques, transaction monitoring, review of the evaluation criteria, appropriate use of the evaluation card and the technical review of the call. Improve the interaction between quality, operations and training to have a common language in terms of quality in the Contact Center.
Develop the ability to listen, understand and communicate clear, concise and timely messages; with the purpose of improving communication in organizations, reducing conflicts caused by communication failures.
Managers, supervisors, coordinators and personnel that need to improve communication.
Know the fundamental elements that must be present in the duty of Customer Service to be satisfied when providing a service, with the purpose of properly serving internal customers, as well as external customers.
Managers, coordinators, supervisors and, in general, personnel who serve external and internal clients.
Know the process to develop Leadership skills with three models: Leadership 4.0, Situational Leadership, Personal Leadership and Intrapersonal Leadership, with the purpose of applying it to daily practice and improving team results.
Managers, managers, coordinators, supervisors and in general to personnel responsible for work teams.
Know the methods that contribute to integrate work teams with the purpose of organizing work activities around a set of goals, goals and results to be achieved, communicating in a timely manner and developing a culture of achieving more with the work team.
Managers, coordinators, supervisors and in general the staff responsible for leading work teams.
We are a boutique firm focused on the development of middle management with Talent Brokers who have more than 20 years of experience in the Mexican and Latin American market dedicated to the acquisition, development, coaching and offering of solutions in the area Talent and Development.
México, Hermosillo, Guadalajara, Querétaro, Tijuana and Buenos Aires, Argentina.
