Sarah Morgan of contact centre consultancy Luceat Coaching discusses what team leaders and managers can do to help their team to improve their call centre skills.
In our conversation, we also talk about which skills are most valuable to improve, as well as how to boost motivation levels and employee engagement to help agents further bolster these skills.
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Podcast Time Stamps
- 0:45 – Empathy and Conflict Resolution
- 2:20 – Changing the Agent Mindset
- 4:08 – Improving Customer Service Skills
- 7:41 – Looking After Mental Health
- 9:33 – Doing Peer Reviews Well
- 12:00 – The Servant Leadership Mentality
- 14:15 – Motivating the Team
- 15:12 – Creating a “Sense of Mastery”