Call Center Campus 2016 New Orleans

Call Center Campus Coaching for Performance – Apr 3 – 7, 2017


The Coaching for Performance course has been designed to provide the training, techniques and tools required to sustaining and improving agent performance. During the course we will review the role, responsibilities, and characteristics of an “effective” call center coach – the kind of coach who makes a real impact on agents' lives and on evolving agents' performance.


20 in stock

Product Description


Tuesday, April 3, 2017Friday, April 7, 2017


Harrah’s New Orleans Hotel
228 Poydras St
New Orleans, LA 70130

Harrah's New Orleans Hotel

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 creating a strategic plan for all levels of performers. Finally, we will take a close look at agent retention and the impact of reward and recognition on performance, engagement and ultimately retention of talent.

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.


In this workshop, you will:

  1. Review and identify the role, responsibilities, and characteristics of an “effective” coach.
  2. Match management expectations of using call center metrics and the impact on agent performance.
  3. Perform a gap analysis to identify actual agent performance vs. desired performance.
  4. Examine successful communication techniques to strengthen agent performance, build confidence and rapport, deliver a more impactful and efficient coaching session.
  5. Compare and contrast the needs of new stars, rising stars, super stars, and falling stars (different tenure, different performance levels).
  6. Practice and Application: Develop an effective coaching strategy and plan for different agent types.

Everyday: 8:00am – Meet & Greet Continental Breakfast

Tue., Apr. 19
8:00am – 5pm – Training

Wed., Apr. 20
8:00am – 5pm – Training

Thur., Apr. 21
8:00am – 6:30pm – Symposium

Fri., Apr. 22
8:00am – 12:15pm – Symposium

*Symposium not required for course certificate of completion

This Workshop Includes Complimentary Access to the Call Center Campus Symposium | April 21-22, 2016

  • Industry-Leading Guest Speakers: Listen to thought-provoking speakers share their insights on how their companies implemented successful programs that focus on improving customer experience.
  • Learning Sessions: Customer Satisfaction, Agent Satisfaction, Metrics, Technology and more…
  • “Hot Topic” Roundtable Discussions: Share business challenges, approaches and best practices on a number of hot topics among your peers.
  • Networking Reception & Awards Ceremony: Opportunity for you to meet meet new colleagues as you enjoy refreshments and light hors d’oeuvres in a relaxed, social setting. BenchmarkPortal will recognize centers that have placed in our Top 100 Call Center Contest, as well as centers which have achieved Center of Excellence status.
  • Networking Breakfasts and Breaks: Get to know your peers while enjoying buffet breakfasts and coffee breaks
  • Complimentary attendance to the Call Center Campus Symposium
  • Networking reception with complimentary drinks and hors d’oeuvres
  • 2-day certification workshop
  • Complimentary daily breakfast & snacks (lunch is open)
  • Course handbook
  • Certificate of certification

Harrah’s New Orleans Hotel and Casino

You will be responsible for confirming your own lodging needs. Call Center Campus is being held at Harrah’s New Orleans Hotel and we have secured a fantastic discounted hotel group rate. This hotel is unlike any Harrah’s you have seen before!
Nightly Rate: $139 per night** (not including tax & resort fees)
Booking Nights Available: Sunday, April 2, 2017 – Thursday, April 6, 2017
Hotel Location: 228 Poydras St, New Orleans, LA 70130, View Map

**Bookings must be made no later than March 2, 2017 to receive our special discounted group rate. After that date our room block will be released. Rooms will be available depending on hotel availability and will be priced at the current rate at that time.

Nearest Airport and Directions:

  • Louis Armstrong New Orleans International Airport – 30 minutes to Harah’s New Orleans: Map Link
  • Taxi or Shuttle Service to Harrah’s from Airport: Harrah’s does not provide shuttle service to and from the airport. Taxi fare to and from the airport is normally no more than $40 one way. The airport is approximately 15 miles from the hotel. The shuttle service available at Louis Armstrong International Airport is Airport Shuttle and they may be reached from 7am until 7pm daily at 504-522-3500. The one-way fare is approximately $25.00. You may also purchase tickets online at “A” Airport Limousine Service is located at 900 Airline Drive, Kenner, LA 70062 and can be reached at 504/305-2450.

Those who desire to reinforce or improve their skills, knowledge and capacity to understand the art of coaching to develop agents would want to participate in this workshop.  This workshop offers coaching skills to those acting as coaches to influence agents and identify their potential by reviewing coaching tools, techniques, performing exercises and assessing the results with the class.

  • Review and identify the role and responsibilities of the call center coach
  • Describe the characteristics of an “effective” coach
  • Compare and contrast performance metrics with performance management
  • Examine the current performance in order to determine the gap between what is desired versus the current actual performance
  • Create a gap analysis to determine steps needed to reach target performance
  • Tools to effectively identify why performance gaps exist
  • Identify subtle communications techniques that can strengthen or damage agent performance
  • Identify key phrases to build confidence and rapport
  • Determine successful motivating phrases to be used during feedback and coaching
  • Examine characteristics of new stars, rising stars, super stars, and falling stars
  • Methods to construct effective coaching conversations
  • Review successful motivation techniques used in call centers
  • The next step:  Building an effective Individual Action Plan  – Create a strategic plan for all levels of performers to include team building, retention, why agents stay or leave and motivation techniques used in call centers.
  • Practice and Application – Examine the performance for different agent types and create a performance analysis for each agent
  • Practice and Application – Create a coaching plan to sustain and/or improve performance for each agent
  • Course Review

Early Bird Discount:

Register early to receive $150 off. Discount expires March 18, 2016. Please register by payment or invoice before this date. Discount code is CCC2016. Early bird discounts cannot be combined with other offers or discounts.

Group Discounts:

If you have 2 or more individuals that would like to take the call center training course, please contact us for a group discount! Discounts cannot be combined with other offers or discounts. Group discounts cannot be combined with other offers or discounts. Groups must all be submitted and registered at the same time in order to receive the group discount.

Attendees Discount
2-5 10%
6-10 15%

Preferred Partner Discount:

Center of Excellence Members- 15% off. Please contact your relationship manager to get your preferred partner discount code. Discounts cannot be combined with other offers or discounts.

Center’s of Excellence:

Please contact your relationship manager for a “COE Package.” This package offers 1 free pass to the symposium. This package includes daily breakfast, symposium event, networking night with cocktails & hors d’oeuvres. In addition you receive a 15% discount off of the workshops for your team.

In-Person Course Cancellation Policy:

  • All students attending a In-Person/Classroom course have up to thirty (30) days before start date to cancel registrations for a refund. Any cancellation within 30 days will become a credit for a future course. Credits must be used within one year (12 months of issue).
  • Any cancellations within 14 days before the course will incur a $100 late cancellation fee. This fee will be deducted from your credit.
  • In rare instances, a course will be cancelled, rescheduled or postponed:
    • All students attending in-person courses have up to thirty (30) days before start date to cancel your registration for a refund. Any cancellation within 30 days will become a credit for a future course. Credit must be used within one year (12 months of issue.)
    • Any cancellations within 14 days before the course will incur a $100 fee. This fee will be deducted from your credit.
    • You may receive a full refund or we can issue a credit for your company
    • BenchmarkPortal cannot be held responsible for penalties resulting from travel arrangements of any kind.
    • In the event that we do have to cancel a training course at the last minute, the college manager will contact you to either reschedule you into an alternate course or provide you with a full refund of the course price.
  • No shows will pay full course rates.

Purchasing Information:

  • Full payment is required 1-day prior to attendance.
  • If you are purchasing one or more of the courses with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit).

General Information:

  • After completion of an in-person course,  you will receive a certificate on the final day of class.
  • Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.

“It’s obvious for me that BenchmarkPortal is very professional in everything that concerns contact centers issues. I liked the training certification methods. BenchmarkPortal is a company you can trust. BenchmarkPortal – job well done.”

Live Online Attendee – January 2015

“I had a very positive learning experience with BenchmarkPortal’s College of Call Center Excellence training. I would like to commend Dayne on the skills and knowledge that she brought to the class. She added remarkable value and made the material easy for attendees understand while learning at a very fast pace.”
Live Online Attendee – January 2015

“It’s my first time attending for a class in WFM. I expected a lot and majority of my expectations were met. From the time I was registering up till the end of the class, it was a great experience. I will come back and take a different class in the future.”
Call Center Campus Attendee, November 2014

“Definitely can take things back to improve effectiveness in our center.”
Call Center Campus Attendee, November 2014

“Awesome learning experience! Combining the book materials with the real life experiences.”
Joe Domerez, QA Manager, Call Center Campus, November 2014

The course was very in depth, It explained a lot of topics I was aware of previously, but it also showed how these topics apply to our call center business and how we can use different New metrics to track agent statistics.
Jay, Workforce Mangement Analyst, TrialCard” – July 2014

“Very informative information, and really gives great insight to making the best forecast/schedules possible for contact centers. “
Mark Moore, Contact Center Consultant, Uptivity – an InContact Company – July 2014

“This was a wonderful opportunity to learn from someone as knowledgeable as Joe. I truly appreciate his approach in aligning us to free flow with our questions and situations vs. being absolutely stringent with the flow of the course material.”
Lee Branch Hill, Contact Center Team Lead, MedicAlert Foundation – November 2012

“The class was very informative for me and my time in position. I am new to leadership and WFM and was happy to learn all the layers that filter into call center management.
Las Vegas, NV – 2012 Call Center Campus Week WFM Attendee

“The course was very informative and helpful. The instructor was knowledgeable and very interesting. The class was really fun to be in.”
Las Vegas, NV – 2012 Call Center Campus Week WFM Attendee

“Great overview on all aspects of WFM & allowed time for exchanges of ideas for on-site specific questions! Very Good!”
Indianapolis, IN Attendee – February 2012

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Redbox Sirius XM Egis Projects Canada
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Bright Horizons Safe Auto State of Michigan
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