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Monitoring and Coaching for Improved Contact Center Performance

Monitoring and Coaching for Improved Contact Center Performance

Select a class date & location then click to register.


Member: $1595 (USD)     |     Non-Member: $1695 (USD)

Course Description

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

Course Materials:

  • Printable Slide Presentation
  • Industry Articles
  • Agent Buy-in: 10 Strategies for Getting Staff Involved in a Performance Turnaround
  • Agent Training and Performance Development
  • Are Agents Delivering on the Promise Your Company Makes to Customers?
  • Back to Basics: Coaching and Communication
  • Does Monitoring Matter?
  • E-Learning Meets Quality Monitoring
  • Innovative Trends in Quality Monitoring
  • Is Quality Monitoring Outsourcing Right for Your Contact Center?
  • It's Time for a Monitoring Makeover
  • Monitoring and Coaching Programs: Building Companywide Support
  • Monitoring and Coaching Programs: Ensuring an Effective M&C Process
  • Navigating the Future: A Mission Statement Can Guide Centers through Turbulent Times
  • Principles of Effective Motivation (Part 3)
  • Proven Tips for Effective Feedback and Coaching
  • Raising Call Center Visibility: AOL Reinvents the Way it Communicates with the Front Line
  • The Employee-Customer Satisfaction Link
  • The Evolution of Quality Monitoring: Adding the Customer's Voice to the Process
  • The Rules of Agent Engagement
  • Understanding the Costly Threat of Agent Turnover
  • Use Incentive Programs to Link Desired Behaviors with Rewards
  • Handouts

Who should attend?

Directors, Managers, and Supervisors responsible for monitoring, coaching, and/or quality improvement.

Course Length:

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


Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course will be rescheduled or postponed. ICMI will provide at least 5 days’ notice. You may receive a full refund, or take a credit toward another ICMI course. ICMI cannot be held responsible for penalties resulting from travel arrangements. Participants cancelling their registration with less than 5 days notice will pay the full course rate. No shows will also pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on ICMI’s course schedule http://www.icmi.com/Training/calendar.aspx. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the ICMI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your ICMI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.


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