Rich Gallagher
How to Hire, Lead and Motivate Your All-Star Support Team
In this three-part webinar series, industry expert Rich Gallagher will discuss the key (and often unspoken) steps to successfully hiring, leading and motivating your team of support professionals. Rich presents a creative and highly effective process that will dramatically increase your odds of hiring the right person every time.
Rich will also show why support leaders succeed or fail in fast-paced customer contact environments and how you can harness the diverse personalities of your support team for better performance.
Attend this interactive webinar series to learn:
• How to screen, attract and retain top support talent
• How to lead your support teams
• Team building in a support center
Registering for one or all of the events is easy – see below for detailed information on each of these webinars.
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Webinar Part I: Hiring for Great Service: How to Screen, Attract and Retain Top Support Talent
Thursday, October 13, 2011 – 11 AM (PT) / 2 PM (ET)
How do you select top support professionals and avoid hiring mistakes – and, more important, how do you create a repeatable process that consistently chooses the best people?
Join SupportIndustry.com as we present a creative and highly effective process that will dramatically increase your odds of hiring the right person every time.
Attend this interactive webinar to learn:
• How to implement a team interview process
• Creative ways to assess problem-solving skills and attitude
• How to build your “brand” as an employer
• Keys to retention ‒ hiring well and hiring less
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Webinar Part II: Leading Support Teams: The Mechanics
Thursday, November 3, 2011 – 11 AM (PT) / 2 PM (ET)
If you lead a support team, your day-to-day practices as a leader are likely to have the single biggest impact on the morale, turnover and performance of your support team.
Join SupportIndustry.com as we share the many important and, at times, surprising ways that support leaders succeed or fail in fast-paced customer contact environments.
Attend this interactive webinar to learn:
• Good metrics, bad metrics – how to measure performance
• How to make your team part of a greater whole
• Training that works – creating an environment for collaboration & learning
• Benefits of leadership on the team level
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Webinar Part III: Your Cast of Characters: Team Building in a Support Center
Thursday, December 8, 2011 – 11 AM (PT) / 2 PM (ET)
Your support team is like a family – in every good and bad sense of the word! And understanding its “family” dynamics is often the hidden key to reducing conflict and improving performance.
Join SupportIndustry.com as we present how to understand the interpersonal forces that drive your support team and how to harness its diverse personalities for better performance.
Attend this interactive webinar to learn:
• How conflicts arise and how to short circuit them
• Front line/back line relationships
• How to speak everyone’s “language”
• Tips and traps for managing different personalities
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