Design a comprehensive, cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives, and increases agent performance and commitment.
Through ICMI’s Advanced Contact Center Quality Through Monitoring and Coaching course, you’ll discover how to bring out the best in every agent and deliver exceptional experiences to your customers.
You’ll start right from the beginning defining what it takes to create a performance culture in your organization. You’ll discover how to use your organization’s mission statement to guide you in developing performance standards. From there you’ll move on to the monitoring process: Why do we monitor? Who should monitor? How often? What should you be monitoring for? Armed with this information, along with sample forms and exercises, you’ll develop your own monitoring form that meets your unique situation.
Finally you’ll explore the ways to use the data you gather from monitoring to make lasting improvements in your contact center through coaching. You’ll also role play and practice your coaching skills, so you learn by doing.
Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
View the Public Classroom FAQs.
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
Location: TBD Philadelphia, PA
Location: TBD Minneapolis, MN
Location: TBD Orlando, FL
Date: 6/7 - 6/9/11
Location: Los Angeles Airport Marriott Hotel 5855 West Century Blvd. Los Angeles, CA 90045