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Call Center Management

Are you a new call center manager who was thrown into the fire with little or training and no idea what to do with your team? Have you been leading a team for a while and lost some or all of your passion for the work? Are you a manager who needs validation that you’re doing things the most effective way?

Enter Phil Gerbyshak, a call center management expert who can help you do more with less time and less energy.

Phil is the author of 2 books on call center management – Service Desk Manager’s Crash Course and Help Desk Manager’s Crash Course (which he service desk managers crash course cover 198x250 Call Center Managementco-authored with Jeffrey M. Brooks).

Phil served on the national HDI (formerly Help Desk Institute) Member Advisory Board for 4 years as the Midwest Regional Director and was local chapter president for the Milwaukee chapter of HDI for 4 years, and continues to serve as the vice president of marketing. Phil is a frequent speaker at the HDI Annual Conference, and shares his insights in speeches with organizations and local HDI chapters around the world.

Phil spent over 8 years at Robert W. Baird & Co. where he led the IT help desk call center team. His teams were regularly recognized for outstanding customer service and support.

Call Center Management Programs

  • Manager’s Crash Course (1 hour, 3 hours or 6 hours)
  • Rewards and Recognition Made Simple (1 hour or 3 hours)
  • Appraisals and Assessments (1 hour or 3 hours)
  • Marketing Your Call Center