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 
co-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