July 2024 Contact Centre Coaching PRO
The Contact Centre Coaching PRO Course (July 2024) is designed to improve contact centre performance and enhance employee... more info
May 2024 How to Assess and Coach Contact Centre Agent Performance
Salary:
30.00 - 60.00
Posted:
19-02-2025
Category:
Sports
Melbourne,
Job Description
The How to Assess and Coach Contact Centre Agent Performance May 2024 training course is designed for frontline employees (aka contact centre agents or call centre agents) who represent the organisation to its customers. Their handling of customer contacts can significantly impact satisfaction, loyalty, and efficiencies. It’s the responsibility of the Supervisor/Team Leader and Quality Assurance (if applicable) to coach their employees to higher performance levels, maximize efficiencies, and ensure customers receive excellent service. This course addresses the business reasons for coaching and provides practical guidelines on how (and why) to allocate time for coaching, as well as different approaches and techniques for measuring agent performance. Attendees will learn to coach successfully using our proprietary 7-Step Coaching Process, which has trained thousands of Team Leaders worldwide, equipping them with the confidence to handle any coaching situation. Course attendees will gain insights on measuring individual and team performance across both quality and productivity dimensions, leaving the course with newfound confidence in managing various coaching scenarios. Course Fast Facts: 2 x 4-hour online/virtual modules delivered live on two consecutive days. Suitable for any Team Leader/Supervisor managing contact centre/customer service phone-based teams. Delivered live & online by Daniel Ord, the world’s top Contact Centre trainer! Gain confidence in handling all coaching situations with frontline agents. Perfect for Team Leaders (emerging and existing), Contact Centre Managers & Quality Assurance members. Who Should Attend This Course? This course is essential for Team Leaders who: Are unsure how to measure their employees' performance. Haven’t been taught a structured process for providing feedback and coaching for improvement. Lack confidence in how to coach. Are Contact Centre Managers seeking insights into effective performance measurement and coaching. Are Quality Assurance Team members wanting to understand the coaching elements of the QA process. Course Date and Times: The course is delivered over 2 x 4-hour sessions: Session 1 – Thursday 14th May 2024, 12:30 to 16:30 AEST (Melbourne, Australia) Session 2 – Friday 15th May 2024, 12:30 to 16:30 AEST (Melbourne, Australia) The course fee is $798 per person ex GST for 8 hours of facilitated learning. Tickets can be purchased online using a credit card or by requesting an invoice. Available Discounts: Save 15% when booking for two or more staff in the same transaction. ACXPA Members save 25% off all CX Skills courses for 12 months. For private bookings or training multiple staff, please contact us for pricing and availability. For any questions about this course, please reach out. #J-18808-Ljbffr
Job Details
Salary: 30.00 - 60.00
Posted: 19-02-2025
Category: Sports
Melbourne,
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