Course Overview
Call centres are built on teams. Managing Team Dynamics focuses on building effective teams, managing and resolving conflicts between agents and supervisors, and developing problem-solving and decision-making methods and skills.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
0.5
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
At the end of this course, you should be able to:
- Summarize the types of teams in a call centre.
- Describe the importance of team performance in a call centre.
- Recognize different personality types and how an effective team incorporates those differences.
- Describe how internal and external motivation can affect team performance.
- Use feedback to help improve team performance.
Effective as of Spring/Summer 2010
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.