How to Monitor & Coach Agents to Effective Performance
Details
Seminar Objectives:
Frontline Team Members represent the organization to its Customers and the manner in which they handle Customer contacts can make or break quality, satisfaction and efficiencies. These important folks also want to keep learning and growing.
Supervisors and Quality Assurance work hard to coach their Team Members to higher levels of performance.
At the same time they face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating organizational standards.
This very powerful course addresses the business reasons for coaching, practical guidelines for making time for coaching, different approaches for monitoring and coaching and finally - the ‘how to’ of coaching successfully using OmniTouch’s proprietary 7-Step Coaching Process.
We even address how to deal with 'challening' coaching situations that arise in the normal course of the transactional coaching process.
Course Material: A Participant Guide including course material, exercises and articles is included.
Venue: OmniTouch Training Centre, 530A Geylang Road, Singapore 389486
Speaker: Daniel Ord
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...
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