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Design a comprehensive, cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives and increases agent performance and commitment.
Your call center agent is the critical link between your customers and your products and services. Through ICMI’s Advancing Contact Center Quality Through Monitoring and Coaching two-day course, you’ll discover how to bring out the best in every agent and deliver exceptional experiences to your customers.
You’ll start right from the beginning defining what it takes to create a performance culture in your organization. You’ll examine the costly threat of agent turnover and how you can prevent it by using monitoring and coaching to create lasting motivation and engagement.Using case studies of real companies, as well as hypothetical practice company exercises, you’ll discover how to use your organization’s mission statement to guide you in developing performance standards. You’ll work through defining the purpose and objectives of your program, as well as determining roles and responsibilities. Using numerous examples and exercises, you’ll decide which of your performance standards are “foundation standards” and which are “finesse standards,” and how to monitor for each. You’ll review sample performance standards before learning the elements that show you how to define and document your own performance standards.
Having determined your performance standards, you’ll move on to the monitoring process: Why do we monitor? Who should monitor? How often? What should you be monitoring for? To answer these questions, you’ll have the opportunity to discuss the answers to these questions with your fellow participants as well as review the results of several ICMI community member surveys in order gain insight about what peers are doing. Armed with this information, along with sample forms and exercises, you’ll develop your own monitoring form that meets your unique situation.
Finally you’ll explore the ways to use the data you gather from monitoring to make lasting improvements in your contact center through coaching. You’ll review the six basic principles of coaching and the SAFE coaching model. You’ll also role play and practice your coaching skills, so you learn by doing. Whether you’re starting from scratch or fine-tuning an existing program, this course offers the tools and the know-how you need to design an approach that’s tailored to your budget, your culture and your business objectives.
Developed for managers, supervisors , team leaders and quality assurance personnel who need a thorough understanding of the monitoring and coaching process and want to learn ways to:
- Utilize monitoring and coaching practices that increase quality.
- Structure a program to increase agent satisfaction and reduce turnover.
- Build consensus and gain buy-in from the entire contact center.
- Align monitoring and coaching practices with hiring and training.
- Fine-tune monitoring and coaching skills.
- Leverage business intelligence mined from quality monitoring to improve processes across the board.
Who Should Attend?
Directors, Managers, and Supervisors responsible for monitoring, coaching, and/or quality improvement.
Course Length and Delivery Method
This course is delivered over two days in a classroom setting and may delivered at the client's site.
Course Materials