Unleash the power of monitoring data to improve operational efficiencies so you can do more with less!
This two-day course shows you step-by-step how to design a comprehensive monitoring and coaching process that boosts quality, drives performance improvement initiatives, and increases agent performance and commitment. Gain the tools and the know-how you need to design an approach that’s tailored to your budget, your culture, and your business objectives.
You will leave this course with a clear understanding of how to implement successful monitoring and coaching techniques in your call center.
Course Topics Include:
- The Monitoring Process
- Confidence in Coaching
- Coaching Sessions
- Performance Standards
- The SAFE Model
Who should attend?
Directors, Managers, and Supervisors responsible for monitoring, coaching, and/or quality improvement.