Course Listing

Combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills.

Design a comprehensive, cost-effective monitoring and coaching program.

Maximize the value of your quality program by learning how to develop and optimize your quality monitoring forms.

Improve agent and customer satisfaction through this proven coaching model.

This course is designed to help front-line managers and supervisors understand metrics, what they mean and how they are best used.

Attend this one-day course to learn the key principles to agent interviewing, hiring, on-boarding, and managing effectively.