Contact Center Training

Coaching for Performance

This course explores the various components that make up an effective coaching for performance program, and provides you with a coaching methodology to help your team members gain greater competence, and overcome barriers to improved job performance.

After completing this course, participants should be able to:

  • Describe the role of the coach in contact center operations.
  • Discuss how to diagnose performance issues in agents and teams.
  • Identify the Key Performance Indicators (KPIs) and metrics used in a coaching program.
  • Explain how to engage agents in a way that matters most to them.
  • Evaluate the star agents in your teams.
  • Discuss the value of rewards and recognition.
  • Develop a coaching plan.

For All Coaching Staff

On-Demand Course

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9 Modules | ≈ 7-8 Hours

COURSE

Course Objectives

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Coaching and Communication Skills

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Active Listening

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Communication Barriers, Signals and Challenges

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Communication, Social and Learning Styles

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Performance Management

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Agent Development

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Coaching Plans

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Employee Engagement

COURSE

Private Course Offerings

Personalized Training Delivered At Your Center!

Our on-site call center training provides a cost-effective way to optimize your training in your own call center, and cover key issues to successfully elevate your contact center to new levels of excellence.

  • Learns through action – in your center, using your data, using their center management tools and managing your resources
  • Customize the learning experience by focusing on specific areas of interest
  • Save on employee travel cost
  • Minimize time away from work
  • 2-3-day training at client’s location
  • Course materials, examinations, and certificates included.

TESTIMONIALS

What Our Customers Say

“This course was truly informative and will help me as I am a new manager.” 

Call Center Campus Week Attendee

April 2017

“The training was very interactive. The instructor was open to all discussions and I felt really involved every step of the way. The training was the right length (duration) and I enjoyed interacting with the group.”

Ken Raymond

Ontario Public Service, Supervisor

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