Hi Shannon -
Training your employees as the leader is critical to driving the accountability of the desired behavior change that you expect. Our call center training is multi-media. It is a combination of Video, Workbooks, and a Leaders Guide. You, the leader, facilitate the training, which is on video and contained in the workbooks, as the participants use the workbook that will serve as a study guide for them during training and post-training reinforcement. They will participate in interactive workshops contained in a modular-based training process that is followed up by an Online Application Period where the skills and behaviors learned are put into practice. During that critical time, they are coached and mentored. As I mentioned, it is modular to fit the time constraints of the call center environment. It would be essential to learn more about your call center to understand your needs and if this would be a good fit. Please contact me to set up a call for additional discussion. Also, you may learn more about the Cohen Brown Management Group by visiting our website.
www.cohenbrown.com
Doug Helvig
Call Center Services Director