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How to Monitor & Coach Agents
How to Effectively Monitor and Coach 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 September 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.
Delivered by global call centre training expert Daniel Ord online via Zoom, this is one course every Team Leader (or upcoming Team Leader) should attend.
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