Contact Centre Leadership Training
“The Agile Contact Centre has delivered a leadership program to over 500 of our existing and emerging leaders, this program has transformed mindsets and capabilities in a way that sets us up to deliver on our vision.
With their experience and thought leadership and our team’s knowledge of the business, we co-created a market-leading program that we can continue to deliver to all new leaders at TSA.”
Building better leaders who are ready to adapt
This is not training in the way you have ever seen for contact centre leaders.
We have a passion, a calling, to develop leaders that people wake up in the morning and want to come and work for.
Agility is no longer good enough, we need adaptive leaders that can build strong cultures that are ready for anything.
These leaders are reflective, intentional, caring and most of all human. They understand themselves and their people and they deliver outstanding results.
It’s our mission to partner with organisations to provide a holistic development solution that delivers these outcomes.
We know that most training solutions on their own do not work, and implementation is the #1 reason why.
For the most part, the learning doesn’t lead to better organisational performance, because people soon revert to their old ways of doing things - Harvard Business Review
We know that the outcome you want is to build better leaders, not to send people on training, and so we deliver a development solution that means you get the return for your investment.
To overcome the implementation challenge we co-create a learning journey that includes:
Baseline current leadership capabilities and measure improvements over time
Classroom based training - we tailor the content and duration to suit your needs
1-1 coaching on any areas the learners would like support
90-day plans so the learners leave training with the structure and support they require
Leader of leader coaching and support
Peer-to-peer learning
Community of support that includes ongoing check-ins every 30 days for the first 90 days
Our classroom training is a highly interactive workshop style that engages the leaders to reflect and share their experiences which makes for a more effective embedment of the concepts.
Here is an example of the modules we can DELIVER for you:
Building and leading Agile teams
Building Trust & Psychological Safety
Leading with Purpose
Self-awareness and Emotional Intelligence
Coaching for High Performance
Developing Yourself and Your Team
Prioritising, Delegating and Delivering Great Work
Courageous Conversations & Effective Communication
Leading Remote Teams
We can also create modules covering contact centre fundamentals like Workforce Planning, Quality Assurance and Performance Management that are designed around your specific needs.
We have a learning & Development team, can you work with them?
Yes, we have worked with L&D teams to co-design and co-facilitate and we have worked directly with leaders as well. We have a flexible model and all the content created will be transitioned to you so you can facilitate sessions in the future if you desire.
How long is training?
We will tailor the content to suit the specific problems you want to solve and the goals you want to achieve.
We can tailor the duration to suit the needs of your contact centre, we can do full days or split it up into smaller blocks of learning.
Who is this training for?
We use our experience to tailor the learning and practice to suit every leader, from emerging leaders with no experience to leaders with more than 10 years of experience.
We strongly believe that leaders are built not born, so no matter where on the experience spectrum they are, they have the capacity to learn and grow.
Where to from here?
Book in a for a free, no-obligation chat so we can understand what you need.