Organisation: BCE Elix
Category: General Development
Description: Objectives
The BCE Elix Monitoring, Analyzing, and Coaching (M.A.C.) workshop will introduce you to an effective process-driven method for call monitoring, analyzing, and coaching.
Description
Coaching for performance has become an integral part of the contact centre manager's job. Having the right tools to define and measure a superior call standard, by which managers can evaluate agent skill level and establish performance goals, is critical to understanding and achieving business objectives.
Application of the M.A.C. methodology will benefit your business by giving you the tools you need to coach your agents and develop their skills, which translates into increased customer satisfaction and improved agent performance.
This highly interactive workshop is facilitated by a certified trainer and includes both individual and group exercises and role-playing. Participants practice their newly acquired skills by applying them to their own simulated job environments through experientially based exercises, enhancing the transfer of skills learned to on-the-job performance.
What topics are covered?
Gaining broad-based support and acceptance for call monitoring
Defining and creating call standards
Types of call monitoring
Call monitoring and the law
Developing a call monitoring strategy and worksheet
The five Ws of call monitoring and coaching: Who, What, Where, When and Why
Understanding the holistic vs. tabular approach to monitoring
Taking a process-driven approach to call analysis
Prescribing the appropriate action to improve call handling
Turning the coaching process into a positive and valuable event for both agents and management
A five-step methodology for effective coaching
A guide to planning your coaching session
How to give and receive feedback
Developing a personal M.A.C. action plan
Course Fees
Dedicated Sessions: $2,995.00 per session based on 12 attendees.
Additional attendees to a maximum of 15 per session, $ 200.00 per attendee.
Customized Sessions: Same price as dedicated plus $195.00 per hour or $1500.00 per day in customization fees.
Price: USD $2995.00
Contact: BCE Elix
14 Commerce Place
5th Floor
Verdun
QC, Canada
H3E 1T5
email:
website:
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