Leadership theories
8 min
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- Strategic Issues
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24 min
1. Systems thinking for service centers- Prof. John Seddon
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51 min
2. Plan and deliver- Mr. Steve Pink
- Motivating Contact Center Staff
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32 min
3. Wellbeing- Ms. Maria Bourke
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31 min
4. Engaging employees through high involvement work practices- Dr. Alison M. Konrad
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36 min
5. Employee engagement- Mr. Jonathan Donovan
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28 min
6. Harnessing energy- Ms. Fiona Cameron
- Performance Metrics
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22 min
7. Performance management - an art and a science- Mr. Steve Shellabear
- Technology Review
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31 min
8. SMS: customer leading or customer led?- Ms. Amanda Crank
- Archived Lectures *These may not cover the latest advances in the field
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31 min
9. People and performance- Ms. Penny Tamkin
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39 min
10. Flexible working- Mr. Jonathan Street
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32 min
11. Delivering public services- Ms. Pauline Smith
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51 min
12. Contact center technology- Mr. William Durr
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48 min
13. The future of the contact center advisor- Dr. Nicola Millard
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56 min
14. Competitive contact in the future- Mr. Rufus Grig
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40 min
15. The human side of contact centers- Dr. David Holman
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49 min
16. From agent to expert- Dr. Jo Cheesman
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30 min
17. Emotions on the telephone- Ms. Cilla Mckay
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38 min
18. The call and contact center trainer as change agent- Mr. Steve Shellabear
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47 min
19. Growing great contact center communicators- Mr. Nick Drake-Knight
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23 min
20. Don't ask customers what they want, ask your staff- Ms. Jennifer Kirkby
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58 min
21. Preventing agent burnout- Ms. Francoise Tourniaire
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58 min
22. Understanding the generation gap- Dr. Graeme Codrington
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28 min
23. Voice from the front-line- Mr. Jeff Rose-Martland
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47 min
24. Performance metrics to sustain peak performance- Mr. Jonathan Wilson
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39 min
25. Speech technologies - recognition and analytics- Mr. Jonathan Wax
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51 min
26. Achieving sustainable service improvement in contact centers- Mr. Jonathan Donovan
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
Links
Series:
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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 July 6, 2025, from https://doi.org/10.69645/MEDU7514.Export Citation (RIS)
