For Sales and Information Call: 1-800-214-8929
The SOURCE for Contact Centers

The College of Call Center Excellence

Coaching for Performance

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.


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 - Feb 3 - 5, 2016


  • Date:Feb 3 - 5, 2016
  • Location:

    Live Online - Via Web Meeting
    3-Days, 2-Hours each day 

    During your time zone listed below 
    8:30am - 10:30am PT
    9:30am - 11:30am MT
    10:30am - 12:30pm CT
    11:30am - 1:30pm ET

More Info
New Orleans, LA - Apr 19 - 22, 2016


  • Date:Apr 19 - 22, 2016
  • Location:

    Harrah's New Orleans Hotel
    228 Poydras St
    New Orleans, LA 70130
    View Map

More Info

Share with us...


Sign up for our newsletter and receive 10% Off your next store purchase!

"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."