I have been roped in to do some workshops for a number of CSR's who seem to be struggling with both assetiveness on the phone and their motivation. Perhaps the two are symbiotic at the moment, as lack of motivation will normally cause a lack of interest in the work you are doing and no desire to 'push' the call.
I'm on a shoestring budget and no time left, the project dropped into my lap an hour ago and I'm to start the workshops on Wednesday (aaah the joy of training in a call centre).
If anyone has any ideas or activities I can include - I would be most grateful! Thanks in advance.