Ask any supervisor what their most important task is and the answer will most likely be: coaching. The most successful supervisors place a priority on developing their staff. By effectively coaching agents, supervisors can boost the performance of the contact center. Supervisors can give agents confidence, ensuring they go the extra mile for every single customer.
This unit focuses on the five steps of a successful performance management program. First, you will learn to define your expectations of the agents. Next, you will learn how to measure their performance against these expectations. Once we know how these agents perform, you can investigate any performance gaps. Finally, you’ll experience how to take action and scrutinize the results.
This unit equips supervisors with the essential skills required to focus their management efforts where they’ll be most effective.
Students will learn how to:
In this module, we'll test your knowledge of the key learning points from the course. A score of 16 questions, out of a possible 20, is required to pass the assessment.
After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.
We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Meet Performance Goals below. If you apply for bulk pricing, please contact us to place your order.
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The Meet Performance Goals course is designed by call center experts to provide a practical and engaging learning experience. Start today.