Effectively Managing and Coaching Frontline Agents
Ask any group of contact center supervisors what their most important tasks are and one answer will generally prevail above all others. Coaching. By effectively managing and coaching performance, supervisors can assist agents with confidence, ensuring they go the extra mile for every single customer.
From measuring agent performance against center expectations, to identifying performance gaps and scrutinizing agent behaviors, this course equips supervisors with the essential skills required to focus their management efforts where they’ll be most effective.
Students will learn how to: