Program: Supervision

2. Performance Management
Effectively Managing and Coaching Frontline Agents

This e-learning course outlines best practices for coaching call center employees for improved performance. It describes the benefits of coaching, how to set up a coaching session and communicate effectively, and how to deliver consequences that shape performance effectively.

Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. This course provides recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. It teaches techniques to use in counseling and formal review sessions.

Perfect for call center supervisors or team leaders, this e-learning outlines the step-by-step approach to coach problem employees as well as reward good performers. The course also provides several useful tools to use in planning and conducting a coaching or counseling session.

Students will learn to:

  • Identify the differences between monitoring/coaching and coaching/counseling.
  • Describe “best practices” to use in side-by-side coaching.
  • Identify tips on presenting both positive and negative feedback.
  • Outline the steps of applying various feedback methods and when to use each.
  • Identify the steps of a positive discipline plan.
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3 modules 51 mins