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Bargain Books (50% off!)
1-day seminar.
Register online and get a free book!
Overview
This seminar takes you through the steps of setting standards, developing a service observation form, calibrating your monitoring team, coaching your staff to achieve the best, and implementing a continuous improvement program.
Look at this agenda!
This full-day course will cover the following topics:
Purpose of a Monitoring Program
- How to Begin
- Setting Standards
- First Steps in Organising a Quality Program
- Types of Monitoring
- Legalities and Fair Practices
- Creating and Implementing a Service
- Observation Form
- Success Factors to Consider
- Documenting Observable Behaviours
- Defining the Monitoring Process
- Establishing a Rating System
- Identifying and Training Quality Monitoring Resources
- Calibration
- Monitoring/Call Evaluation Process
- Developing Coaching Skills
- Coaching Options
- Preparing for a Coaching Session
- Plotting the Data
- Giving Feedback
- Planning a Coaching Session
- Conducting a Coaching Session
- Developmental Planning
- Personal Considerations
- Managing the Coaching Process
- Reporting Options
- Continuous Improvement
Look at these take-home materials!
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A handsome executive-style course manual
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Copies of sample performance evaluation forms
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A frameable course completion certificate
Special bonuses for on-line registration!
Register from this web site and receive a complimentary* call center book from the Resource Center. Choose from:
Smile Training Isn't Enough
Coaching Knock Your Socks Off
Service
Coaching for World Class Customer Support
Call
Center Dictionary
Call
Center Savvy
Maximizing Call Center Performance
* Normal shipping and handling fees apply
Seminar Schedule
Registration Fees
The per student registration fee for this seminar is $695 USD, and includes the seminar, course materials, and continental breakfast and lunch. To register, call (708) 246-0320 or click on the "Register" button below.
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.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $200. 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 credit, less administrative fees of $200, 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.