- Date:Sep 16 - 18, 2015
Live Online - Via Web Meeting
3-Days, 2-Hours each day
During your time zone listed below
11am - 1pm PT
12pm - 2pm MT
1pm - 3pm CT
2pm - 4pm ET
Coaching for Performance
The Coaching for Performance course has been designed to provide the training and tools required for call center coaches to sustain and improve agent performance. During the course we will review the role, responsibilities, and characteristics of an “ideal” call center coach - the kind of coach who makes a real impact on agents' lives and on agents' performance.
We will use various tools and approaches for improving performance, including analyzing gaps between goals and actual performance. The course provides tips and techniques based on the BenchmarkPortal coaching model.
This course will also focus on communication techniques and how to create a strategic plan for all levels of performers. Finally, we will take a close look at agent retention and the impact of team building, motivation, reinforcement, rewards, and recognition. Participants are encouraged to share their most challenging agent performance issues with the facilitator prior to the start of the course. Throughout the duration of the course, the facilitator will weave these performance issues throughout the delivery of the program and provide suggestions for creating a winning coaching strategy.
EARLY BIRD DISCOUNTS!
Live Online Courses:Take 10% off - Register One Month Before Course
(Discount code shown on the course page, if it is no longer there, then it has expired)
CFP Live Online - Nov 4 - 6, 2015