| Call Center Supervision Series: How to Define Call Center Performance Goals and Measure Results 1-1/2 hour live online training course, $275  |
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Overview
This instructor led online training course focuses on how to set smart performance goals and develop a balanced system of measures to ensure that positive or negative behaviors are being inspected and recognized appropriately.
It's critical that each employee understands his or her role and responsibilities and what performance will be expected. One of the toughest tasks is defining the desired performance in terms of measurable behaviors. For example, it's not enough to tell staff they need to portray a positive corporate image when communicating with customers. Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively.
By participating in this live Web seminar you will learn to:
- Define the components of a performance management model and why such a model is needed.
- Describe how to set individual performance objectives that are in line with enterprise and call center goals.
- Define the five SMART guidelines for defining performance goals and objectives.
- Practice defining competencies and specific expectations for a specified agent role.
- Identify poorly defined performance objectives and describe how to fix them.
How to Participate in a Web-Based Seminar
Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.
Registration
Fees
The fee of an individual seminar connection is $275 for a 90-minute session.
Register for 5 or more seminars or connections from this series for only
$250 each. Register for 10 or more for only $225 each.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| May 17 | 1:00 pm CST | Web Seminar | |
| Sept 21 | 10:00 am CST | Web Seminar |
Click here to learn about
,
dates & locations
Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $100. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $100, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to
change.
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