How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
Release Date: 10/20/2021
How We Transformed Customer Care at Spark with Digital Adoption - with Dan Cooper
Secrets To Contact Center Success
Dan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption.
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Secrets to Customer Support Success - with John Kelly and Jessica Voss
Secrets To Contact Center Success
John is Chief Revenue Officer at SupportLogic, and Jessica runs Enterprise Sales. With over 50 years’ experience between them in the tech side of contact centres, they know exactly what's needed to reduce escalations and operational expenses, and lift CSAT.
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Discover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin Baty
Secrets To Contact Center Success
Justin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential.
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How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
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A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
Secrets To Contact Center Success
With 20 years experience as Chief Customer Service Experience Director at organisations across multiple industries, Alex has discovered many companies have critical parts missing from their customer experience equation, leading to poor outcomes for customers.
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How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success
Gabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia.
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Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Secrets To Contact Center Success
Immanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting.
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How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Secrets To Contact Center Success
Stephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people.
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How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, he's managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Centre Managers and Team Leaders.
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Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success
Michael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. He helps organisations with their transformations in the CX and technology space.
info_outlineMarc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course.
With 35 years’ international experience in the contact centre industry, Marc has managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Contact Centre Managers and Team Leaders.
Today, he shares how to create amazing team leaders.
The approach Marc takes when training Team Leaders:
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Ensure they know their role and responsibilities, with respect to being a Team Leader, and the interactions they have with their Centre Manager. Otherwise, it can be unclear who’s supposed to do what, when (06:44).
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Have them stop doing activities which an admin person or HR person should be doing, so they have the time needed to train and coach their team (08:11).
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Teach them how to give effective training and feedback to their team (09:08).
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Create a coachable call structure, that sets out the steps of a call, which Team Leaders can coach to (09:23).
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Have them monitor recorded calls, which they score and give feedback on (11:09).
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Have them run pre-shift meetings, to get their people prepared and focused for the shift ahead (12:05).
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Have them do skills audits to identify what areas their agents need help with (12:55).
You'll Learn:
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Why Team Leaders are the backbone of any contact centre operation (02:56).
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How most Team Leaders are missing fundamental skill sets to be effective leaders (05:01).
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The key to effective time management (13:52).
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How a coaching call structure differs from a quality guidelines (15:15).
Full show notes: https://bravatrak.com/marc-carriere-podcast
Connect with Marc on LinkedIn.
Get Marc’s free course, 7 Pillars For Creating Amazing Team Leaders Who Coach, Nurture And Lead Winning Teams
Check out Marc’s website and YouTube channel for more for more resources.