July 23, 2021
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Delivered online
June 2021 How to Monitor and Coach Contact Centre Agents training course

How to Monitor and Coach Contact Centre Agents (June 2021)

Jun 01, 2021 (1:00 PM) - Jun 02, 2021 (5:00 PM)

Gain confidence in coaching contact centre agents 

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 June 2021 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.

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


How to Monitor and Coach contact centre agents June 2021 training course fast facts:


  • 2 x 4-hour online modules delivered in consecutive days.
  • All delivered live & online by Daniel Ord, the world’s top Contact Centre trainer!
  • Gain confidence in handling all coaching situations with frontline agents.
  • Perfect for Team Leaders (emerging and existing), Managers & Quality Assurance members.

Dates and Times


  • Session 1 – Tuesday 1st June 2021 13:00 to 17:00 AEST
  • Session 2 – Wednesday 2nd June 2021, 13:00 to 17:00 AEST


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Event Fast Facts

Event Details:

June 1 @ 1:00 pm
June 2 @ 5:00 pm
Events Category:
View Website →
Target Audience:
Emerging/Future Leaders, Team Leaders, Contact Centre Managers, Learning & Development, Quality Assurance
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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