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HOW TO HANDLE DIFFICULT AGENTS / DIRECT REPORTS? – Call Center Radio S02E08

1,514 views · Published 3 October 2017 · 1:20:58 · Indexed 18 October 2026

Channel: M.A. Buendía HD · 2017 · People & Blogs

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#CallCenterRadio🎧  | S02E08 – Oct 1, 2017
Guests: Ken Dingle, Rikki Macolor, Christine Ricarte
MAIN TOPIC: HOW TO HANDLE DIFFICULT AGENTS / DIRECT REPORTS?

• What makes a bad agent/direct report?
• How to properly deal with them?
• How to not let it affect your work as a team lead/boss?
• What are the types of trainings that are necessary for a supervisor?
• Setting boundaries & maintaining professionalism
• How to effectively handle coaching sessions? (style/right approach)
• What’s the most challenging part of handling people (in general)
• Pieces of advice to new leads / managers who are having challenges with their job.

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