| Call Center Supervision Series: Diagnosing and Treating Call Center Employee Performance Problems 1-1/2 hour live online training course, $275  |
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Overview
This instructor led online training course focuses on the six basic reasons call center employees don't perform and symptoms of each one.
An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor. This person must need some more training on handling this type of contact, so you schedule them to sit in on a refresher training class. Problem solved? Probably not! There are many different reasons employees don't perform, and lack of training is a common (and expensive!) misdiagnosis. Buy the end of this training course you will be able to better diagnose performance problems and prescribe a more effective treatment for each problem situation. Anyone that supervises employees can benefit from this session!
Seminar attendees will learn to:
- Define performance gaps - what you have versus what you want.
- Identify the six reasons why call center employees don't perform.
- Practice diagnosing performance problems and identifying proper courses of treatment.
- Describe why training isn't necessarily the right solution.
- Identify the steps in setting up and conducting a performance review using this model.
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 Web 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 24 | 1:00 pm CST | Web Seminar | |
| Sept 28 | 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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