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call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources

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

  • Understand the value systems that guide and drive behavior
  • Discover and adapt your leadership styles
  • Set attainable goals and expectations and give meaningful feedback
  • Enable your employees to take ownership of and partner in their own growth and development
  • Develop/update your Call Quality Coaching Checklist
  • Calibrate Call Quality Evaluation for your Leadership Team Members and Agents

Modules
The Impact of Coaching
  • Define and Understand the Terms Coaching and Calibration
  • Explore the Different Coaching Roles and the Impact of Personalities
  • Examine the Importance of Coaching
Assessing Call Quality
  • Determine the Elements of a Quality Call
  • Use Coaching Best Practices and the 3-Steps of Self Discovery
  • Develop Powerful Questioning Techniques
  • Develop/update your Call Quality Checklist
Coaching For Improved Performance
  • Discover Opportunities to Coach
  • Use the 5-Step Coaching Process
Calibrate Call Quality
  • Listen to and Calibrate Call Quality as a Leadership Team
  • Set Up a Plan to Implement the Training

Workshop Environment

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.


call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources
call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources

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