1. Icebreaker ideas for course leaders
Nearly 30 pages of icebreakers and games for the training room. Many of them don’t need any preparation – always good for those moments when you have an unexpected time gap to fill. Thanks to William Chadwick of QED Associate Freelancers for sharing this one.
2. 16 ways to encourage agents to work overtime
It’s tough getting agents to work overtime and weekends, even when the weather isn’t so nice! Here’s a round-up of tips from the Call Centre Helper blog to inspire your team.
3. How to successfully begin a conversation in business
A fascinating Forbes article that argues that men, and executive women, have three questions in mind when you call them. It then shows how to deal with these issues up front on the call, so that they can actually listen to what you have to say. Excellent advice.
4. 5 ways to listen better video
Short (8 minutes) but inspiring TED speech by Julian Treasure on how we’re losing our ability to listen effectively. He offers five simple, daily exercises to help overcome the problem.
5. 8 drivers of employee motivation infographic
Keeping the attrition rate low is key to managing an efficient call centre. This infographic sums up the work of employee engagement expert Suzanne Jacobs, who argues that trust is the key to motivation. It shows how two pathways – trust factors leading to sustained, improved performance, and fear leading to reduced performance. A simple, visual capture of a complex subject.
6. Effective communication skills
This comprehensive article from Helpguide.org outlines 4 essential communication skills (listening, non-verbal communication, managing stress and emotional awareness) with tips on developing each one. There’s also a link to a free emotional intelligence toolkit, which includes short videos you can use for training.
We hope you find these telephone skills resources as useful and interesting as we have. Enjoy the rest of your week!
Image courtesy of Salvatore Vuono / FreeDigitalPhotos.net