Agent Experience

4 Professional Development Strategies for Customer Service Managers

Customer service managers play a critical role in today’s call centers. Here’s how to structure professional development training to support them.

Are your customer service managers ready for the challenges your customer service teams are facing? In many cases, the answer is “no.” Today’s talent has often been promoted from more junior roles and may not have the training or experience needed to make the most of today’s opportunities. In other cases, simply investing in professional development is a priority for helping your staff to continue growing and to attract top talent. Here are some strategies for offering professional development training to your management team.

Focus on Management Skills

Managing a team is very different from working as a high-level individual contributor. For customer support reps who may have been promoted up the chain, consider investing in training on management skills. From effective delegation to managing communications, these skills often fall into two critical areas: project management and soft skills. Practice and exposure to new ideas go a long way toward ensuring long-term success.

Improve Teambuilding Strategies

When your customer service team pulls together in service of a larger, shared vision, they’re more effective. It’s also the key to a healthy environment and long-term satisfaction. Don’t let managers go it alone. If they’re not familiar with teambuilding and cultural activities, consider helping them improve in this area. By encouraging managers to take part in teambuilding training, they’ll be well equipped to lead and foster a shared sense of community.

Provide Ongoing Technology Training

Technology is playing a much larger role in customer service. At the pace of evolution, it’s easy to fall behind. Managers who keep their skills up to date can spot opportunities to use technology to help make their customer service teams more efficient. Technology training can include high-level overviews of what’s available, as well as in-depth instruction on making the most of technologies.

Offer Self-Awareness and Leadership Training

Another important avenue for growth for customer service leaders is traditional executive leadership training. Often, this type of training focuses on building self-awareness. Where are the leaders’ strengths? What weaknesses do they need to correct? The more self-aware your managers are, the more effective they’ll be with both customers and employees.

Investing in customer service training is essential. In many cases, your managers have evolved into their roles or haven’t had the chance to keep their skills current. By making professional development a priority, you’ll see major gains throughout your customer service team.