Measuring agent performance against customer expectations is a top priority for every single center. This course explores the five steps of a successful Performance Management program, using our very own E.M.I.T.S. model.
Effective techniques for coaching agents and communicatively effectively for improved performance. Describes strategies for rewarding positive performers and handling issues with specific employees.
Explains established techniques for call coaching. Each approach focuses on reinforcing desirable behaviors that should be repeated consistently on every single customer interaction.
If the frontline staff aren’t happy, customers won’t be happy. This course outlines basic motivational principles, recognition and reward strategies, and techniques to help supervisors motivate frontline staff.
Outlines a range of strategies for improving morale and retaining contact center staff. Learn how to calculate the true cost of turnover in your own center.
Simple yet effective techniques for creating successful teams. How to define team structures and processes, organize successful team meetings, improve team communications, and deal with common team challenges in the center.
Time is precious in every center. This course describes best practices for empowering supervisors to manage their time and provides guidelines on how to prioritize tasks according to importance.
A detailed overview of Workforce Management for supervisors and managers. Outlines the realistic challenges of workforce planning, forecasting, scheduling, and the concept of the Power of One in center staffing efforts.
Strategies for defining a performance measurement strategy using your most critical KPIs. Demystify the logistics behind the numbers and translate your top metrics into effective management reports.
Focuses on the most common issues supervisors face daily. Equips supervisors with the skills required to improve morale and motivation, and create an environment that maximizes employee satisfaction, performance, and retention.
Powerful skills and techniques that supervisors can use to guide and direct telephone agents. Describe strategies for reinforcing successful sales behaviors and helping telephone agents become better communicators.