Fundamentals of Call Center Coaching 
Online Call Center Training Course  
Self-paced, self-study online training course, $300
Volume and series discounts available
Dates, Locations and Registration


In this call center online training course you'll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback.

Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. You'll also learn about techniques to use in counseling and formal review sessions. Perfect for call center managers, supervisors or team leaders, this session outlines the step-by-step approach to coach problem employees as well as reward good performers. The course also provides several useful tools to use in planning and conducting a coaching or counseling session.

By participating in this live Web seminar you will learn to:

  • Identify the differences between monitoring/coaching and coaching/counseling and when to use each.
  • Describe "best practices" to use in side-by-side coaching.
  • Identify tips on presenting both positive and negative feedback.
  • Outline the steps of applying various feedback methods and when to use each.
  • Identify the steps of a positive discipline plan.

How to Participate

Use your Internet browser and your telephone to participate. No special software required. Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.

Registration Fees

The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 3 or more connections for any Call Center Online Training courses (mix and match) for only $265 each.
  • Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $250 each.

Certification Series Discounts

This seminar is included in the following certification series.  To learn more about the series, or to purchase one connection for the entire series, follow the information icon link below.

Certification Series Discounts

This seminar is included in the following certification series:
12-part Call Center Supervision Web-Based Training Series $2,995
9-part Call Center Quality Assurance Web-based Certification Series $2,250

To register, click on the "Book Now" button or please call (708) 246-0320.

Seminar Schedule
Call Center Coaching Self-Study Online

Click here to learn about Click here to see the entire seminars calendar, 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 fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  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 $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.


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Last modified March 27, 2014