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1. Introduction
2. The call/contact centre trainer as change agent
3. So what are the issues?
4. The business case
5. Cost of hiring
6. Time taken to become competent
7. Factors affecting call/contact centre
8. Growth of the industry and staff recruitment
9. Nature of the work and management style
10. What's a call centre agent thinking about?
11. Staff desensitised to change and its effects
12. Remuneration
13. Unclear commercial objectives
14. Training - comics
15. Using the training cycle
16. Inter-departmental conflicting objectives
17. Resistance to change
18. The coping cycle
19. Managers are unaware of what the job's like
20. Factors affecting you as a trainer
21. Questions to ask yourself
22. The financial contract
23. The psychological contract
24. Going native and group think
25. The internal change agent/trainer
26. The external change agent/trainer
27. Your skill set and experience
28. Your professional ethics
29. Is the centre ready for a training programme?
30. Conclusion
31. Concluding remarks

Topics Covered

• The role of the change agent
• The business case
• Time taken to become competent
• Nature of the work and management style
• Staff desensitized to change and its effects
• Remuneration
• Using the training cycle
• Resistance to change
• The coping cycle
• What you do as a trainer

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on December 30, 2009