Monitoring and Coaching

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This call center training course is ideal for managers, supervisors and call center leaders who wish to set the right objectives, focus on the things that matter most and coach their workforce for peak performance!

Create new or transform your existing coaching program to be more effective and experience the benefits¡ªhigher 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. This training course presents a step-by-step approach to bringing out the best in every agent and delivering a "wow" experience to every customer, every time.

By attending this seminar 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
You’ll also 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 ...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

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