| Monitoring and Coaching for Improved Call Center
Performance 2-day training seminar, $1495 6-hour live online training, $895  |
 |
Course Overview
This call center management training course is ideal for managers, supervisors and call center leaders who wish to set the right objectives, focus on the things that matter most and coach their workforce for peak performance!
Create new or transform your existing coaching program to be more effective and experience the benefits—higher agent performance, increased employee satisfaction and more satisfied customers.
Your call center agent is the critical link between your customers and your products and services. Today, more than ever, the principles and tools presented in this seminar are absolutely essential to every call center manager and supervisor. This training course presents a step-by-step approach to bringing out the best in every agent and delivering a "wow" experience to every customer, every time.
By attending this seminar you'll learn strategies you can apply to:
- Design a program to improve agent performance
- Determine the best approach for monitoring
- Develop an effective monitoring form
- Positively affect agent performance
- Smooth the transition from telephone to other communication channels
You'll also reap valuable benefits including the secrets to:
- Structure your practices to ensure consistent quality
- Fine-tune your monitoring and coaching skills
- Increase agent satisfaction and reduce turnover
- Meet evolving organizational and customer demands
- Align your people practices - hiring, training, monitoring and coaching
A focus on practical application
Through targeted exercises and true-to-life scenarios, participants will
have the opportunity to immediately apply new skills, an essential component
of any valuable learning experience.
Agenda
Call Center People Management
- Challenges of people management
- Increasing retention
- Powerful agent motivators
- Mission and vision
Setting goals and standards
- Choosing the right performance standards
- Establishing mission, vision and values
- Determining customer expectations
- Establishing and documenting standards
Monitoring
- Developing an effective monitoring process
- Choosing type of monitoring and the frequency
- Ensuring overall quality of all contact types
- An overview of monitoring technology
- Creating the monitoring form
- Rating scales and scoring
- Calibration
Effective Coaching
- Process Improvements
- Improving and developing training
- Communicating the voice of the customer
- Developing an Effective Coaching Process
- Benefits of effective coaching
- Making time to coach
- Types of coaching
- The value of praise
- Corrective coaching
- Coaching practice
- Creating Individual development plans
Implementation Strategy
- Turning theory into reality
- Your action plan
Registration
Fees
This training course is delivered in two forms:
- 2-day classroom format, $1,495
- 6-hour online training format, $895
The 2-day training course includes:
- Classroom training
- Course materials
- Continental breakfast and lunch both days.
Register three or more attendees from your company for the same seminar and receive an additional 10% off! Class begins at 9:00 AM and ends at 5:30 PM.
The 6-hour web seminar
Delivered in a live and interactive format online, this is an easy and
cost-effective way to train your entire team at their desktops. The
course delivery is spread across 3-days with 2 hours of training each day.
The high quality of training is maintained throughout the course.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| June 25-27, '09 | Minneapolis, MN | Location to be Assigned | |
| July 21-22, '09 | Denver, CO | Westin Tabor Center
( ) |
|
| Aug 20-21, '09 | Calgary, AB | Location to be Assigned | |
| Sept 17-18, '09 | Baltimore, MD | Location to be assigned | |
| Sept 24-25, '09 | Dallas, TX | Location to be assigned | |
| Nov 12-13, '09 | Toronto, ON | Location to be assigned | |
| Nov 17-18, '09 | Orlando, FL | Location to be assigned |
Similar Seminars
,
dates & locations
Payment is due prior to the seminar. 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 seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $300. 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 $300 toward any other Resource Center seminar. There will be no refunds or credits for non-attendance.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to
change.
Contact Center Seminars
Telecom Seminars
Help
Desk Books
Call Center
Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, &
Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)
Ways to Order
Shipping Options
About Us
Contact Us
