- Date:Nov 11 - 14, 2014
Las Vegas, NV at Planet Hollywood
3667 Las Vegas Boulevard South
Las Vegas, NV 89109
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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