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Printable Handouts
Navigable Slide Index
- Introduction
- The call/contact centre trainer as change agent
- So what are the issues?
- The business case
- Cost of hiring
- Time taken to become competent
- Factors affecting call/contact centre
- Growth of the industry and staff recruitment
- Nature of the work and management style
- What's a call centre agent thinking about?
- Staff desensitised to change and its effects
- Remuneration
- Unclear commercial objectives
- Training - comics
- Using the training cycle
- Inter-departmental conflicting objectives
- Resistance to change
- The coping cycle
- Managers are unaware of what the job's like
- Factors affecting you as a trainer
- Questions to ask yourself
- The financial contract
- The psychological contract
- Going native and group think
- The internal change agent/trainer
- The external change agent/trainer
- Your skill set and experience
- Your professional ethics
- Is the centre ready for a training programme?
- Conclusion
- 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
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Talk Citation
Shellabear, S. (2009, December 30). The call and contact center trainer as change agent [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved August 31, 2024, from https://doi.org/10.69645/MEDU7514.Export Citation (RIS)
Publication History
The call and contact center trainer as change agent
Published on December 30, 2009
38 min