Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Monitoring customer contacts is an important activity for any call center. But monitoring alone won’t improve performance. It takes effective coaching to turn valuable monitoring observations into the action that will transform performance quality in your center. Learn a simple method for delivering specific, concise feedback to employees, and experience improved employee motivation and commitment to your call center’s objectives.

You’ll learn how to:

Determine who should be involved in the coaching process and how often you should be providing feedback and coaching
Use coaching to positively affect employee performance and improve the call center environment
Deliver consistent, timely performance feedback with the easy-to-use SAFE model
Evaluate the quality of coaching sessions in your center

Seminar Outline

Benefits of effective coaching
A coaching process

One-way coaching
Two-way coaching

A coaching model

Summarize observed behavior and consequences
Ask for input, if necessary
Formulate plan of action and desired consequences
Express gratitude

Seven pitfalls: Evaluate your approach

Over-reliance on data
The wrong people
Natural coaching approach
Not enough time
Conflicting or misaligned objectives
Lack of creativity
Constant correction

Value added materials

Printable Slide Presentation
Sample Coaching Process
Sample SAFE Model
Sample Coaching Scripts
“The Problem of Amputated Coaching”

Who should attend?

Managers, supervisors, QA specialists and coaches who are responsible for coaching and performance development in the call center. The material in this seminar is at an intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Use this page to register for Part 1 only of this series. Register for Part 2 and Part 3 individually.

Date:	Price:
Live Seminar Recording	$299.00
October 24, 2008 (2-4pm Eastern)	$299.00

Testimonials:

"Through this seminar I was able to identify my faults in coaching and I gained usable tools to make me more effective in this area. I am most grateful."

Latiauna Preston, Customer Service Supervisor, Palm Beach County Water Utilities Dept.

"Solid content. Rebecca was very knowledgeable and expressed herself so well. I liked how specific she was with examples."

Janet Holmes, Knowledge & Learning Consultant, Sun Life Financial

"Very educational and informative. I am looking forward to part 2 and 3."

Julie Liberati, Manager Training and QA, USA Datanet