Training for the Call Center’s Leaders: Fresh Ideas & Best Practices
Are you dedicated to providing exceptional service when the customer rings? Don't miss this action and solution focused webinar series designed to help call center managers and staff execute quality with every call.

Are you dedicated to providing exceptional service when the customer calls? No question about it! Do you call it the Contact Center or the Call Center? Doesn’ t matter. What matters is executing quality with every call. Well run call centers require excellent leadership skills and strategic execution. A demanding call center environment will test every leadership skill a manager has learned and developed.

Call centers are about people. Lots of people. Customers call and email by the thousands. Staff respond to the customer requests. Call center agents are motivated by respect, recognition, variety and fair compensation. Productivity is clearly an important goal in your bank, as it is in many call centers. Leading the staff to provide quality service requires a manager to be emotionally aware and capable of understanding the needs of customers and staff alike — making sure everyone is satisfied with their experience.

Running a call center calls for targeted attention to the details but it is more than that. The call center manager must also think big. Where is the call center going? Where is the company going and where should the call center be taking the lead? Imaginative, big picture thinking connects the call center to the bank’s goals so that it is a strategic asset to your organization.


Training for the Call Center’s Leaders: Fresh Ideas & Best Practices

  • Create and manage your call center goals
  • Get agents to the next “level”
  • Creating processes that compliment objectives
  • Track service level, response time, etc. – what does the data tell you?
  • Forecasting call volume and staffing
  • Staffing right for email, long calls, skill-based routing
  • Coaching and motivating your staff
  • Deal with the “negative” agent – limit whining, gossip and conflict
  • Increase productivity and motivation
  • Manage by walking round – more time on the floor
  • Monitoring and scoring calls – Is everyone on the same page?
  • Deliver performance appraisals with integrity
  • Recognize and reward exceptional agents


Those responsible for leading, supervising and managing the call center


Honey Shelton has over 25 years experience as a consultant and trainer for banks and banking associations. Recently she was EVP for an independent Texas bank. Her responsibilities included managing the retail division, marketing, training and deposit growth. Her depth of knowledge, enthusiasm, and compelling personality has left a lasting mark on InterAction Training Systems (ITS), the firm she founded in 1983.

Zack Merrill is a Certified Bank Training Professional (CBTP) and senior training consultant for ITS. As an experienced banker, Zack ran a branch bank and had full responsibility for developing and delivering training with a focus on sales and service. Zack has oversight for evaluating the quality, progress and testing of candidates seeking to earn certification through The Training Institute. Created by ITS in 2013, the Training Institute is dedicated to setting the standard for individuals responsible for training effectiveness in financial institutions.

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2 hours/session


Live Webinar:

Member price: $275.00 | Non member price $550.00

On-Demand Webinar

Member price: $295.00 | Non member price $560.00


Online: Visit the CBA Webinar Catalog

Mail: Click here and mail completed form with check payable to ConferenceEdge to: (Mail at least 10 days prior to event)

1516 Xavier St., Ste 500, Denver, CO 80204

Phone: Call ConferenceEdge at (877) 988-7526 (credit card payments only)

Please Note:

  • Preferred Payment Method: Online
  • Please register online or by phone when paying with a credit card
  • Payment Must Accompany Registration – Invoices are Not Provided

Register online up to day of event. Earlier registration allows time to check your computer for an optimal experience.