January 29, 2022
Delivered online
How to Monitor and Coach Contact Centre Agents Feb 2022 Training Course

How to Monitor and Coach Contact Centre Agents Feb 2022

Feb 10, 2022 (1:00 PM) - Feb 11, 2022 (5:00 PM)

How to Effectively Monitor and Coach Contact Centre Agents (February 2022 training course)

Frontline Team Members represent the organisation to its customers and the manner in which they handle Customer contacts can make or break satisfaction, loyalty and efficiencies.

Supervisors/Team Leaders and Quality Assurance work hard to coach their Team Members to higher levels of performance.

At the same time, they face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating the organisation’s standards.

This How to Monitor and Coach Contact Centre Agents February 2022 training course addresses the business reasons for coaching and provides practical guidelines for how (and why) you need to make time for coaching, different approaches to coaching and the ‘how-to’ of coaching successfully using OmniTouch’s proprietary 7-Step Coaching Process that has been used to train thousands of Team Leaders around the world.

Participants are provided with insights and ideas to measure individual and Team Performance across both Quality and Productivity dimensions and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.

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Event Fast Facts

This event starts in:


Event Details:

February 10 @ 1:00 pm
February 11 @ 5:00 pm
Events Category:
Target Audience:
Emerging/Future Leaders, Team Leaders, Contact Centre Managers
Total DURATION of the Event:
8 Hours
Total number of SESSIONS:
LENGTH of each session:
4 Hours

Venue for the Event


Event Organiser

CX Skills
+61 3 9008 7287
View Event Organiser Website

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