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COACHING CALL QUALITY SKILLS FOR CALL CENTER LEADERS and QUALITY TEAMS
Who should attend?
This 2-day workshop is designed to give call center managers, supervisors and team leaders (coaches) the skills, confidence and practice to bring out the best in their employees and create a culture where employee involvement helps them compete and thrive in today's competitive markets. This is a hands-on approach to agent performance improvement to increase effectiveness now.
What will you learn?
Set the right objectives and focus on the things that matter most. Coach for peak performance. Understand the effects of different coaching styles and methods for coaching to improve performance. Encourage each member of your team to put his or her experience and knowledge to use to impact the bottom line! Stimulate employee growth, performance and development with empowering feedback solutions.
Key Learning Points
This workshop is interactive and involves targeted exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.
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