IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Best Practices for Motivating, Training and Retaining CSRs

Course Description

Eight of the top ten reasons for employee retention are in your control. As a manager, it is your responsibility to learn how to successfully motivate your staff. Your job is to find ways to monitor performance, measure employee's success, reward, train and the end result, retain your staff.

 

Best practices provide a roadmap on how to attain employee motivation and reduce turnover. But what are best practices and how can you apply them to meet the needs of your environment? This workshop provides you with a best practice roadmap that demonstrates how all the critical elements of "human asset management" fit together and work.

Who Should Attend

Call center managers and supervisors, help desk managers, team leads, service desk managers

 

What You'll Learn

The following key elements will be addressed during the workshop:

 


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Motivation & Recognition
  • Goals and objectives - clearly understand what to measure, how to measure and why
  • Job descriptions - establish common expectations of roles and responsibilities and accountability
  • Performance monitoring and reporting - establish a measurement plan and provide feedback on individual and team goals
  • Recognition and rewards - develop a recognition program with appropriate rewards
  • Employee motivation - understand the link between performance management and recognition
Training & Career Development
  • Create training plans - develop a plan to meet all required skills to attain business objectives
  • Employee development - assess your staff, identify areas of need and establish a plan to increase effectiveness
  • Job diversification - provide room to grow, allow employees creativity and build in flexibility
  • Career Path - formalize a path for career development from CSR to manager
  • Employee retention - understand the link between career development and employee retention
Management Skills for Success
  • Hiring, Interview and Assessment
  • Coaching and Mentoring
  • Leadership
  • Communication
To Register
For more information contact IHS at (800) 673-2241 email us at info@ihssupport.com. To register online, click on the “Register Now” hyperlink on the training schedule.