| Monitoring and Coaching for Improved Call Center
Performance 2-day training seminar, $1695 For another seminar on this topic,   |
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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
Identifying the Right Performance Standards
- Principles of effective standards
- The motivational impact
- A 5-step approach
- 2 types of standards
- Online considerations
Monitoring Initiatives
- Defining your purpose
- People responsible for the program
- Choosing the frequency and type of monitoring
- An overview of monitoring technology
8 Steps to Monitoring Results
- Purpose, objectives and requirements
- Tying monitoring to coaching
- Calibration
- Validity and fairness
- Communication
Creating Your Monitoring Form
- Call data and space for notes
- Organization of the form
- Rating scale and scoring
- Designing the form
Coaching for Top Results
- Benefits of effective coaching
- Coaching is NOT an event
- The right approach - coaching should be…
A SAFE Coaching Process
- The value of praise
- Corrective coaching
- Common coaching challenges
- One- and two-way coaching
- Coaching for non-phone issues (e.g., adherence to schedule, absenteeism)
- Coaching ongoing problems
- Coaching practice
Implementation Strategy
- Turning theory into reality
- Your action plan
Registration
Fees
The per student registration fee for this seminar is $1,695, and includes
the seminar, course materials, and continental breakfast and lunch both days.
Why not bring your associates? 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
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Aug 19-20 | Washington, DC | Marriott Crystal
( ) |
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| Sept 23-24 | Dallas, TX | Radisson
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| Nov 11-12 | Ponte Vedra, FL | Ponte Vedra Resort
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For another seminar on this topic,
Learn about
,
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 canceling within fourteen days of the seminar will receive course credit 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.
Seminar agenda subject to
change.
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