Monitoring and Coaching for Supervisors

Unleash the power of the monitoring process to improve operational efficiencies and achieve increasingly higher levels of performance from the entire team.

The call center supervisor is the critical link between customers, products and services. Through ICMI’s Monitoring and Coaching for Supervisors one-day course, supervisors will discover how to bring out the best in every agent and deliver the best experience to customers.

They’ll start right from the beginning defining what it takes to create a performance culture in the organization. They’ll examine the costly threat of agent turnover and how it can be prevented by using monitoring and coaching to create lasting motivation and engagement.

Using case studies of real companies, as well as a hypothetical practice company exercises, supervisors will discover how to use the organization’s mission statement as a guide in developing performance standards. Using numerous examples and exercises, they’ll decide which performance standards are foundation standards and which are finesse standards and how to monitor for each. They’ll review sample performance standards before learning the elements that show how to monitor and coach for performance standards.

Having determined performance standards, supervisors move on to the monitoring process, including why they should monitor, who should do it, how often and what to monitor for. To answer these questions, they’ll review the results of several ICMI community member surveys in order gain insight about what their peers are doing. Armed with this information, along with sample forms and exercises, they’ll develop your own monitoring form.

Finally they’ll explore the ways to use the data gathered from monitoring to make lasting improvements in the contact center through coaching. They’ll review the six basic principles of coaching and the SAFE coaching model. They’ll also role play and practice coaching skills, so they learn by doing.

Developed for supervisors and team leaders who need a thorough understanding of the monitoring and coaching process and want to learn ways to:

• Develop monitoring and coaching practices that increase quality.
• Monitor and coach agents with great confidence.
• Structure a program that increases agent satisfaction and reduces turnover.
• Build consensus and gain buy-in from the entire contact center.
• Align monitoring and coaching practices with hiring and training.

Whether a novice or more experienced supervisor, they’ll leave this course with the tools and the know-how needed to monitor and coach with maximum effectiveness.

Who should attend?

Supervisors, team leads and coaches responsible for monitoring, coaching, and/or quality improvement.

Course Length and Delivery Method

This course is delivered over two days in a classroom setting.

Course Materials

• Printable Slide Presentation
• Industry Articles
• Back to Basics: Coaching and Communication
• Coaching and Performance Management
• Combating the Negative Effects of Job Stress in the Call Center
• Does Monitoring Matter?
• Make Time for Monitoring and Coaching
• Supervisors: The Critical Link in Performance Management
• The Rules of Agent Engagement
• Three Sure Ways to Increase Your Call Center's Revenue and Performance
• Tips on Three Challenging Coaching Situations
• Top Agents as Teachers: Using Experienced Staff to Optimize Coaching and Training
• Handouts

Cancellation Policy

Please take a moment to read the cancellation policy.