Send us a text

Post covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles.  

In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023.  We hope this gives you some ideas to help your management staff as well.

1. Building out your contact center hierarchy
2. Weekly meetings
3. Teach Leadership theory
4. Practical Skills
5. Legal side of the contact center
6. Real-world experience
7. Graduation!

 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.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