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The College of Call Center Excellence

Coaching for Performance

Coaching for Performance

The Coaching for Performance course has been designed to provide the 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. Call center managers use call center metrics to determine the overall performance of the call center. This course will help the coach understand management’s expectations and review the impact of call center metrics on agent performance. In order to better understand individual agent performance, we will examine any variance between performance goals and the status quo. The coach will then analyze agent performance using tools such as a gap analysis and 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 coaching strategy.


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Las Vegas, NV - CFP at Call Center Campus - Nov 11 - 14, 2014


  • Date:Nov 11 - 14, 2014
  • Location:

    Las Vegas, NV at Planet Hollywood
    3667 Las Vegas Boulevard South
    Las Vegas, NV 89109
    Map Link

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"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."
Angela Ballantine, Director, Customer Care, ARAG GROUP