Unleash the power of monitoring data to improve operational efficiencies so you can do more with less!
This two-day course shows you step-by-step how to design a comprehensive monitoring and coaching process that boosts quality, drives performance improvement initiatives, and increases agent performance and commitment. Gain the tools and the know-how you need to design an approach that’s tailored to your budget, your culture, and your business objectives.
You will leave this course with a clear understanding of how to implement successful monitoring and coaching techniques in your call center.
Course Topics Include:
- The Monitoring Process
- Confidence in Coaching
- Coaching Sessions
- Performance Standards
- The SAFE Model
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"Easily the best course on this subject I've attended. Fantastic. Content [was] exactly what we needed."
Debbie Dawson
Team Coach, Office of Employment Advocate
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Who should attend?
Directors, Managers, and Supervisors responsible for monitoring, coaching, and/or quality improvement.
April 22-23
Choose as part of your All-Access (4-day), Premium (3-day) or Main (2-day) Package.
Added Bonus! All Symposium registrants have an opportunity to speak one-on-one with an ICMI industry expert. Discuss anything from barriers of implementing new processes to operational challenges.
Reserve your spot today!