| Call Center Coaching: Training and
Certification 2-day training course, $1,095  |
 |
Overview
This recently developed course introduces the concept and successfuly ececution of "performance-based coaching". In performance-focused coaching, team-leaders take on a role of an expert guide and facilitate agents' exploration into their own levels of performance and opportunities for self-improvement. The result of this evolution in roles is more a productive coaching session, optimized performance, and more satisfying relationships between coaches and agents.
This certification program will develop those coaching skills necessary to make the transition in coaching style a reality. Team-leaders will learn how to analyze and adjust the ways in which they communicate with their staff. They will learn how to help agents fine-tune their own skills, and how to focus on those specific aspects of performance that maximize customers' satisfaction and their own job satisfaction.
This two day certification program is packed with information to help you and your staff become the best coaches you can be.
Who Should Attend
This certification program will benefit managers, supervisors, team leaders, and others who want to become better coaches.
Agenda
Day 1
Study call center coaching best practices and establish an effective and positive coaching environment that will yield measurable performance improvement.
You will learn how to:
- Transition your coaching process into a dynamic and engaging experience.
- Encourage agents to take ownership of their own performance.
- Measure and communicate performance improvement through clear and objective call quality standards.
- Assess elements of a customer contact and calibrate to ensure intra-coach consistency.
- Guide the agents into providing their own feedback.
- Conduct a 'positive coaching' process.
Day 2
Learn how to match your coaching style to the preferred communication style of each individual. Challenge yourself with more complex coaching scenarios.
You will learn how to:
- Anticipate and manage agent reactions to the coaching process
- Appropriately adapt your coaching style for optimum communication with agents.
- Understand and deal with negative behaviours in the coaching session
- Handle those difficult coach/employee conversations
- Effectively motivate and coach your low performers
- Coach your best to perform even better
- Recognize and benefit from the differences between coaching, training and managing
This course will include discussion, networking and role play.
Registration
Fees
The per student registration fee for this seminar is $1095, and includes
the training, course materials, and refreshments. Class begins at 9:00
AM and ends at 4:00 PM each day. On the first day, please arrive at 8:30
AM for signing in.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Feb 11-12, '09 | Toronto, ON | Air Miles
( ) |
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 $400. 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 $400, 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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