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A
Fresh Look at Your Contact Center Landscape
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your leadership flat? PowerHouse
offers a value-packed Kathleen M. Peterson Seminar
as part of our suite of services
during a changing economy. Kathleen’s two-day
Powerful
Leadership and Communication Skills©
seminar
jolts your current thinking about what it takes to be a leader in
today’s Contact Centers. This is not “same old, same old.”
Kathleen offers a refreshing perspective on the leadership principles
that create a “best of class” mentality. Geared to top/front-line
Management, Kathleen guides you with humor and style through the toughest
leadership challenges you will ever face!
What’s
at the root? Promote those leadership qualities and communication
attributes most essential to today’s Contact Centers, told within
a reality-based context. Motivate
leaders to take immediate actions for “remodeling” leadership styles
and practices.
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Pre-seminar
phone consultation to "flavor" the seminar |
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A
two-day onsite, interactive seminar with modularized content |
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Activities
in a workshop format and participant handouts |
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Wealth
of industry examples and "real world" discussion |
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A
post-seminar
document highlighting your "Collected Wisdom" |
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| What’s
in the soil? |
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The
Evolving Call Center –
Changes and Trends, Enterprise Impact, Leadership Challenge |
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Establishing
Vision and Goals –
Your Vision, Team Approach, Vision Conflicts, Customer Expectations |
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Managing
the Call Center –
Fundamentals of Leadership, Access Channels, Roles/Responsibilities,
Forecasting, Staffing, Scheduling, Real-time Management |
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Motivating
the Workforce –
Budget and Staff, Stable / Unstable Workforce, Motivation,
Analyzing Motivation |
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Utilizing
Effective Measurements –
Link to Goals, Call Center Measurements, Individual Agent Measurements,
Record Preparation |
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Communicating
Clearly –
The Basics, Identifying Obstacles, Rapport, Coaching |
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Quality
and Productivity –
CRM, The Brand, Monitoring Program, Coaching |
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Having
Fun –
Importance of Fun, Motivating the Workforce |
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| What’s
the cost?
$10,000
for the two-day seminar (Travel expenses not included) |
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Give us a call! 1-800-449-9904 or e-mail us at
marketing@powerhouse1.com
PowerHouse Consulting, Inc. – 360-6
Route 101w, Bedford, NH
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