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


9 Modules | ≈ 7-8 Hours


Course Objectives


Coaching and Communication Skills


Active Listening


Communication Barriers, Signals and Challenges


Communication, Social and Learning Styles


Performance Management


Agent Development


Coaching Plans


Employee Engagement


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.


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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