Contact Center Coaching for Performance Training
All Supervisors / Coaching Staff • Certification Course
Overview
Coaching for Performance is a weak spot for many centers. Our certification will professionalize your coaches and measurably improve customer experiences and your financial performance. We provide proven coaching best practices to help your team members gain greater competence, and overcome barriers to improved job performance.
What You’ll Learn
After completing this course, participants will be able to:
- Understand how best to engage with and communicate with agents
- Diagnose performance issues in agents and teams.
- Optimize Key Performance Indicators (KPIs) used in a coaching program.
- Discuss the value of rewards and recognition.
- Develop and leverage coaching plans that bring results.
Objectives
Coaching and Communication Skills
2 Sections
Active Listening
3 Sections
Communication Barriers, Signals and Challenges
3 Sections
Communication, Social and Learning Styles
2 Sections
Performance Management
3 Sections
Agent Development
4 Sections
Coaching Plans
3 Sections
Employee Engagement
4 Sections
$995.00
Details
For All Coaching Staff
On Demand Course (Self - Paced)
9 Modules | ≈ 7-8 Hours
Testimonials
“This course was truly informative and will help me as I am a new manager.”
Call Center Campus Week Attendee
“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
Contact Center Coaching for Performance
Training 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-day training at client’s location or 3-day virtual course
- Course materials, examinations, and certificates included.