Set the right objectives. Focus on the things that matter most. Coach your agents for peak performance!

Make your coaching program more effective and experience the benefits—higher agent performance, increased employee satisfaction and more satisfied customers.

Your call center agent is the critical link between your customers and your products and services. Today, more than ever, the principles and tools presented in this seminar are absolutely essential to every call center manager and supervisor. Discover ICMI’s step-by-step approach to bringing out the best in every agent and delivering a "wow" experience to every customer, every time.

You’ll learn strategies you can apply to:

• Design a program to improve agent performance
• Determine the best approach for monitoring
• Develop an effective monitoring form
• Positively affect agent performance
• Smooth the transition from telephone to other communication channels

And you’ll reap valuable benefits including the secrets to:

• Structure your practices to ensure consistent quality
• Fine-tune your monitoring and coaching skills
• Increase agent satisfaction and reduce turnover
• Meet evolving organizational and customer demands
• Align your people practices — hiring, training, monitoring and coaching

A focus on practical application

Through targeted exercises and true-to-life scenarios, participants will have the opportunity to immediately apply new skills, an essential component of any valuable learning experience.

View the complete Program Outline for details on what you’ll learn.

Seminar Materials

A comprehensive course manual
Glossary of call center terms
Article reprints and studies
A certificate of completion

Demonstrate the knowledge you’ve gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online quiz to demonstrate the knowledge you’ve gained. When you pass the quiz, we’ll send you an ICMI Knowledge Certificate.

Who should attend?

If you’re a call center manager, supervisor or team leader with monitoring, coaching or quality improvement responsibilities, this seminar provides the hands-on approach to agent performance management that will increase your effectiveness immediately.

For the most powerful improvements to your quality program, bring this seminar on-site.

Recommended Readings

If you are interested in this seminar, you might also enjoy:
Call Center Agent Turnover and Retention
Call Center Sample Monitoring Forms
Monitoring and Coaching Programs: Building Companywide Support

For training outside of North America, contact ICMI's Global Partners.