Middle management is the absolute lifeline of your contact center.  Have you educated and given them the tools they need to be successful.We are in the process of overhauling our management training program and want to give all of you an inside look at what you should be converting and how to do this.This includes chapters on:TECHNOLOGY/OPERATIONSTelephony understandingKPIS (Already created a dictionary for this)Reports- What to look forSupervisor ChecklistStarting the Day the Right WayMotivationsAnalytics understandingDaily Synopsis formatHRDealing with agent issues (top 10 issues and how to handle)- Script and VideoAttitude Effort importancePolicies and ProceduresLegal issues What we can say, can't say to reps and peersWhen to Escalate to HRChain of CommandSlack MONITORING/COACHING/CLIENTSHow to CoachMonitoring/ScoringDealing with ClientsFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "education" to 814-247-0633