How to Monitor and Coach Contact Centre Agents Feb 2022
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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