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Certified Contact Center Team Leader (CCCTL)

ENDED
Certification by  ATCEN
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On-Site / Certification

Details

For more info, visit us @ https://atcen.com/certification-programmes/

Certificate of Completion awarded by Western Kentucky University (USA).

The Certified Contact Center Team Leader Program (CCCTL) is developed for Contact Center middle management individuals. The Team Leader forms the crucial link between operations, management and agents. These individuals face high levels of stress and are usually promoted based on the fact that they were high performing “Super” agents.  However, not all individuals are natural leaders and may not have the proper skills to transform themselves from a highly stressed position to exceedingly successful performance.
Part of the ATCEN Customer Experience Management Series, CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams. Most importantly, this program will provide Team Leaders with the fundamental bridging skills between the agent and the Team Leader.
This program also looks at how the Contact Center environment contributes into Customer Experience Management and how as a team leader it is important to see things from a more strategic and holistic manner.

Outline

Introduction

The Evolution of Customer Service to Customer Experience
Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service

Module 1: Introduction to Contact Center Team Leadership

The Difference Between Leadership and Management
The Nature of Contact Center Leadership Duties
Creating Effective Contact Center Leadership Behavior
The Team Leader Role in Customer Experience Management

Module 2: Developing Strategic Thinking Skills

The Strategic Thinking Skills  in a Contact Center – Right/Left Brain Orientation
Developing an Understanding of Daily Operations Performance (SLAs) and the Required Actions
Prioritization – Where Am I Spending My Time?
Strategy vs. Operations – Finding the Balance and levelling UP

Module 3: Developing Specific Behaviours to Manage Staff Relations

Developing Supportive Leadership Skills
Developing Mentoring and Coaching Skills
The Guidelines for Recognition and Rewards in A Contact Center
Communicating Supportively when Managing Poor Performance

Module 4: Developing Communication and Interaction Skills

Communicating a Culture of Positive Reinforcement
Developing Positive and Influential Verbal Communication Skills
Developing Positive Non-verbal Communication Skills
Getting to Know Your Team – Individual Focus on Team Members

Module 5: Performance Management and Disciplinary Skills

Managing Conflict in Difficult Staff Situations
Dealing with the Issue and Not the Personality
Effective Disciplinary Actions in a Contact Center
Developing Skills in Providing Performance Feedback

Module 6: Making Teams Work with Empowerment

Identifying Attributes of Successful Performing Teams – Forming, Storming, Norming, Performing
Motivating and Driving Your Team with a Collective Sense of Identity
Creating a Sense of Purpose - Managing Gen Y and Z
Team Happiness Plan – Developing a Team Happiness Plan Specific to Your Team

Speaker/s

Ken Ng

Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.
With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies on service, sales, marketing, contact centers and the customer experience in Asia Pacific.  Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, congresses, conferences and knowledge sharing tradeshows. He is nominated by the Customer Relationship Management & Contact Center Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized CRM & CCAM Annual Awards in the individual and operations categories since 2005.
His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects of Contact Center service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Center projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork, Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.
Ken first became involved with Contact Centers and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales, marketing and collections for major service and sales operations.  Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Center and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company, USA and many more.

Special Offer

Early Bird Discount for 3 pax RM9,500

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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.

Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.

In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.

ATCEN’s Affiliations and Partners:

  • Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
  • Ministry of Finance: Registered for training, course/seminar and education management.
  • Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
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