To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.
The best LDP programs include real-world work, education, training and coaching guided by a structured curriculum with tests or accountability checkpoints along the way. Providing Leadership Development Trainees with the opportunity to learn all aspects of the business backfills their experience. The program should include self-study as well as group training and discussion. Assign the trainee with a project; something they can call their own and are responsible for managing and reporting the results.
Developing a Leadership Development Program is a wise investment for long-term staffing and growth. Well-led organizations tend to attract quality applicants, produce satisfied employees, incur less unwanted turnover, cultivate loyal customers, and yield impressive financial returns. Sounds like a tall order but it is possible with a well thought-out program that is committed to its people.
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