Post covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles.   In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023.  We hope this gives you some ideas to help your management staff as well. 1. Building out your contact center hierarchy 2. Weekly meetings 3. Teach Leadership theory 4. Practical Skills 5. Legal side of the contact center 6. Real-world experience 7. Graduation! Observe.AI is the fastest way to boost contact center performance with live conversation intelligence.  Learn more about the leading conversation intelligence for contact centers at Observe.AI. Follow Tom: @tlaird_expivia Join our Facebook Call Center Community: www.facebook.com/callcentergeek Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/ Follow on TikTok: https://www.tiktok.com/@callcenter_geek Linkedin Group: https://www.linkedin.com/groups/9041993/ Watch us: Advice from a Call Center Geek Youtube Channel