How to Define Performance Goals and Measure Results
Online Call Center Training Course  
Self-paced, self-study, online training course, $300
Volume and series discounts available
Dates, Locations and Registration

Overview

This instructor led call center 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

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 for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 3 or more connections for any Online Call Center Training Courses (mix and match) for only $265 each.
  • Purchase 10 or more connections for any Online Call Center Training Courses (mix and match) for only $250 each.

Certification Series Discounts

This seminar is included in the following certification series.  To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
12-part Call Center Supervision Web-Based Training Series $2,995

To register, click on the "Book Now" button or please call (708) 246-0320.

Seminar Schedule
Define Performance Goals Self-Study Online

Click here to learn about Click here to see the entire seminars calendar, 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 fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.

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Last modified March 27, 2014