May 2024 How to Assess and Coach Contact Centre Agent Performance
The How to Assess and Coach Contact Centre Agent Performance May 2024 training course is designed for frontline employees... more info
July 2024 Contact Centre Coaching PRO
Salary:
30.00 - 60.00
Posted:
05-03-2025
Category:
Sports
Melbourne,
Job Description
The Contact Centre Coaching PRO Course (July 2024) is designed to improve contact centre performance and enhance employee engagement. Effective coaching is essential for ensuring contact centre employees perform at their best. Many Team Leaders transition from phone roles without receiving training in coaching skills. This course aims to equip them with the necessary skills to foster a strong coaching culture that drives results. Course Details: 3 x 3-Hour modules (9 hours total) – easy to schedule with minimal impact on operations. Who Should Attend: This course is suitable for any leader responsible for providing feedback, coaching, and influencing performance improvement for frontline agents. Delivery: All sessions are delivered live and online, ensuring high engagement with opportunities to learn, apply, and practice coaching skills. Course Content: Session 1 1. What Makes a Great Coach? Exploration of different coaching types and key requirements for effective coaching. 2. Customer Experience Coaching Understanding the primary role of a Contact Centre coach in achieving desired standards of behaviour for premium call handling. Session 2 3. Coaching Simulations Practice applying coaching methods in simulated conversations. 4. Difficult Coaching Conversations Facilitating coaching conversations with staff who may have negative attitudes or are resistant to development. Session 3 5. Coach the Coach Conducting coach-the-coach sessions to demonstrate methods in real contexts. 6. Bringing It All Together Addressing learning gaps and confirming competency through assessments. Pricing and Payment Options: The course is $797 AUD per person ex GST for the entire 9 hours of online training. Available Discounts: Save 15% when booking for two or more employees . ACXPA Members save 25% off all CX Skills courses for 12 months. For further inquiries or to book a private course, please contact us. #J-18808-Ljbffr
Job Details
Salary: 30.00 - 60.00
Posted: 05-03-2025
Category: Sports
Melbourne,
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