2-day training seminar.
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Overview
Acquire Step-by-Step Guidance to Increase Agent Performance and Meet Heightened Customer Expectations
Call centre representatives are the key link to customers and the very life of an organization. There has never been a time when the principles and tools you will acquire in this course have been more important. Whether you have traditional telephone-based agents, net reps, agents responsible for a multimedia queue, or a combination of the above, this seminar will provide you with step-by-step know-how to elevate agent performance and meet the demands of today's environment.
Learn How To:
- Improve productivity and quality across all channels of contact
- Find and keep the best agents for the job
- Improve and sustain agent motivation
- Create fair and effective monitoring forms
- Brand customer interactions to match your organization's vision
- Measure and coach on things that matter most.
Benefits of This Seminar:
- Find the staff you need
- Ensure consistent quality on every contact
- Maximize your investments in monitoring and coaching
- Improve proficiencies across all channels of contact
- Increase agent morale and motivation
- Reduce agent turnover and associated hiring costs
- prepare your call centre to meet evolving customer demands.
Look at this agenda!
The Organization and The Call Centre
- How you contribute to the making of the call centre
- How the call centre reflects the soul of the organization
Understanding the Essence of Customer Interaction
- Brand messages and the breakdown in the centre
- Synchronizing the people and the message with the company and the customer
Establishing Effective Hiring Practices
- Pinpointing desired traits and competencies
- Applying a powerful multi-channel approach to hiring
- Internet hiring techniques — what the latest research reveals
- Recruiting in tight markets
- Working with the human resources department
The Motivational Appeal
- Examining "best practice" pay structures
- Motivational factors — what you can and cannot control
- How to really involve your agents
Defining Interaction Initiatives
- Establishing "musts" and "moments" for the call — essential criteria
- Creating guidelines that brand interactions — an innovative approach
- How to define a quality interaction
Effective Monitoring
- The pros and cons of existing methodologies
- Technologies for monitoring data and voice
- Monitoring metrics and "netrics"
- Rating sample telephone and e-mail interactions
- Calibrating for consistency
- Who’s job is it anyway?
- Addressing obstacles and legalities
- Leading monitoring practices — what recent studies reveal
Creative Coaching through TRUST
- Learning a simple but effective coaching model
- Collaborative coaching techniques
- Guidelines for effective feedback
- Practice scenarios — our agents aren’t the only ones who need to role-play
Trending through Monitoring Data
- Total scores vs. behavioral trends
- "Balancing" productivity with quality — inextricable linkages
- Planning the future — identifying what to work on
High Leverage Training for Today's Call Center
- Content for phone and e-contact training programs
- Methodology to ensure performance — it’s all in design!
- Qualities of a good training program
- Should the supervisor be the trainer?
- The merits and woes of on-the-job training
Putting the Pieces Together
- Hold on! There’s more to it than meets the eye
- Defining your objectives, terms, and results
- Getting buy-in
- Creating win-win-win
Action Plan
- Characteristics of leading call centres...
- And, how to go to the next level even if you ARE a leading call centre!
Special bonuses for on-line registration!
Register from this web site and receive a complimentary call centre book from the Resource Center*. To learn more about these books, click on the open book icons to the left of each title. Choose from:
Customer Retention
Revolutionizing Support Staff Training
Coaching for Improved Work Performance
Coaching Knock Your Socks Off
Service
Coaching for World Class Customer Support
* Normal shipping and handling fees apply
Seminar Schedule
| July 21-22 | Melbourne, AU | Holiday Inn Flinders
Ln ( ) |
| July 28-29 | Sydney, AU | The Grace Hotel
() |
Telephone numbers for these hotels can be found on the course registration page. Click on the "Register" button below.
Class begins at 9:00 AM and ends at 5:30 PM. Please arrive at 8:30 the first day to sign-in and meet fellow attendees.
Registration Fees, Discounts, and On-Site Options
The per student registration fee for this seminar is $1,695, and includes the seminar, course materials, and continental breakfast and lunch both days. 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. 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 $400. 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 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.
Seminar agenda subject to change.