RXP Guides - Centre Management Skills
RXP Guides have been developed as ‘Do-It-Yourself’ solutions that will allow you to implement real improvements to your own contact centre in a specific area.
RXP consultants have a range of operational skills that they have developed as a result of having setup, managed, enhanced and managed call and contact centres over the past 10 years. These skills cover a range of areas - people management as well as core techniques in being able to manage change and communicate effectively.
Through the centre management skill guides, RXP have made this information available to you - so that we pass on our knowledge and coach you on how to improve your own interpersonal skills and methods. The topics cover include:
- developing your staff as high performing people
- dealing with change - both for your staff and for you as manager involved in projects
- managing the different types of customer contact
- prioritising your own time and activities
Each guide provides you with the subject matter knowledge to apply these technique yourself - in your own operation. Every guide is more than just training material – they include a set of principles that RXP have developed over years of working with call centres and contact centres. They illustrate these principles with examples of leading practice in contact centre and provide you with a checklist of tasks to help you apply those lessons to your own operation. If you need help to implement these principles then RXP can provide a cost effective method of remote support via telephone and email - but as optional services that you buy only if you think that you will need it.
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Guide to Effective Communication & Management of Change
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Guide to Effective Contact Management
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Guide to effective teams
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RXP Guides have been developed as Do-It-Yourself solutions that will allow you to implement real improvements to your own contact centre in a specific area.
