Happy Friday! Take a moment to watch this week's leadership tip, focused on the importance of fully listening when agents share their challenges. Too often, leaders miss valuable insights by not giving their full attention, which can impact team morale and problem-solving. Tune in to learn practical strategies for improving your listening skills and empowering your agents to feel heard and supported. Don’t miss this opportunity to elevate your leadership game! #leadershiptip #cbsacademy #listeningtoyouragents
About us
At CBS Academy, we want to reignite you and your team to make work—and life—a little less ordinary and a whole lot better. We do it through deep expertise, online learning, in-person training and leadership mentoring. For leaders, we can turn employee churn into loyalty and commitment. For workers, we can transform burnout into a blazing sense of purpose. For customers, we can change losses into gains. In short, at brand-committed financial service companies, we help ambitious leaders succeed at supporting their customers with a positive customer experience and an improved collection result. Founded in 1994, we’re global experts in high-performance call center operations for collections, customer care and sales. The number of clients we’ve certified through our online and one-on-one programs is 29,000 and growing. Our mission is to help you create sustainable improvements in how you work, how you achieve and how you feel about what you do. On your own and together as a team. Our own team works hard every day to be living proof of how it’s possible to make work better. We’re experts in collection, customer service, sales and call centers with superpowers in assessments, manager training, skill certifications, mentoring and tailored management operating systems. We understand your business from the inside out, because we’ve been there ourselves. Even more importantly, we see work as just one aspect of creating a richer life. And isn’t that what it’s all about? Let’s talk.
- Website
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https://bit.ly/46vAhFz
External link for CBS ACADEMY
- Industry
- Financial Services
- Company size
- 11-50 employees
- Headquarters
- Salt Lake City, UT
- Type
- Privately Held
- Founded
- 1994
- Specialties
- Collections Skill Training, Coaching & Development Training, Sales and Service Skill Training, Contact Center skill training, Call Center skill Training, Call Model, Development Ladder, Negotiation Flow chart, eLearning, Mentoring, Skill Certification, Management Operating System (MOS), Call Center Effectiveness Assessment, EVPH, and Skill Development Report (SDR)
Locations
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Primary
Get directions
Salt Lake City, UT, US
Employees at CBS ACADEMY
Updates
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Are your call center representatives struggling to have meaningful, effective conversations with your customers? Revamp your call center operations with the expertise of CBS Academy. Our high-performance solutions are designed to transform your collections, customer care, and sales. As international leaders in call center operations, we offer tailored management operating systems, skill certifications, manager training, and mentoring to help you achieve lasting success. Let us take your call center to the next level. Reach out today to learn more! #cbsacademy #callcenter #sales #collections #customerservice #leadershiptraining
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Is it necessary to continue to develop top performers? Top Performers should be easier to coach as they are more self-aware of their strengths and opportunities. Thus, they can typically self-assess well. So, is it still important to take the time to continue to develop them? The short answer is, ABSOLUTELY! They may know about what they are currently doing but can have blind spots. For example, some blind spots may be in how they execute, communicate, or present information. Learn how to identify those blind spots and develop them accordingly. #topperformers #development #blindspots #cbsacademy #contactcenter #callskills #callcenter
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Leaders often struggle to listen fully to agents due to workplace distractions, heavy workloads causing mental fatigue, and preconceived notions that lead to dismissing concerns prematurely. These factors can prevent leaders from understanding the true nature of the challenges agents face. Improving active listening skills can help leaders provide better support and foster a more open and productive work environment. Read this week's tip, "Not Listening Fully When Agents are Going Over Their Challenges," for more insights. #agentdevelopment #cbsacademy #challenges #callcenter #collection #sales #customerservice https://loom.ly/pR4GnEE
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Equip your team leaders with the necessary skills and knowledge to drive your business forward with CBS Academy's Team Leader Academy modules. With live video mentoring and feedback from our CBS staff, our course ensures that team leaders can diagnose and develop agents while growing team performance. Find out more or request a demo by visiting us at www.cbsacademy.us. #cbsacademy #teamleaderdevelopment #developingleadersworldwide
Collections, Customer Care/Sales & Service Team Leader Course
academy.cbswebsite.com
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The pitfalls of not allowing agents to self-assess are significant and can negatively impact both individual and team performance. Take a moment to view this week's tip of the week to help you avoid this common pitfall. #cbsacademy #tipoftheweek #leadership #consultant
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How are you measuring productivity in your remote call center teams? As leaders, we know that productivity isn’t just about call volume or hours logged. It’s about ensuring that remote agents stay engaged, efficient, and empowered to deliver quality service. Tracking performance remotely requires a balance between quantitative metrics—like average handle time and first call resolution—and qualitative insights—like customer satisfaction and agent well-being. Are you leveraging the right tools for real-time monitoring, feedback, and communication? Are your team members equipped with the support they need to succeed from home? Effective remote productivity measurement goes beyond numbers. It’s about fostering an environment where agents can thrive, stay connected, and deliver exceptional customer experiences—no matter where they’re working from. Let’s rethink our approach: Are your remote productivity strategies built for long-term success? Need help? Contact us for a free consult. #CallCenterLeadership #RemoteWork #CustomerService #CallCenterManagement #EmployeeEngagement #ProductivityMetrics #cbsacademy
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OUR EXPERIENCE AND OUR CLIENTS SPEAK FOR US! From collections, to customer service, to sales. We help improve your call center's performance. Take look at our experience below! #cbsacademyus #callcenter #contactcenter #sales #customerservice #sales
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Self-assessment is vital for the growth and effectiveness of call center agents, yet many leaders neglect its importance. When managers provide feedback without allowing agents to reflect on their own performance, it hinders their development and can result in disengagement, lower accountability, and diminished job satisfaction. Tune in to this week's leadership tip, "The Value of Self-Assessment," to learn more. #selfassessment #leadershiptip #tipoftheweek #cbsacademy #callcenter #contactcenter https://loom.ly/RBkSlGQ
The Value of Self-Assessment: Not Allowing the Agents to Self-Assess
academy.cbswebsite.com
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Happy Friday! Are you talking too much in your development sessions? Take a few minutes to watch this week's tip of the week to help strengthen the outcome of your sessions. #leadershiptipoftheweek #cbsacademy #pitfalls #leadwell #development