Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Even the most sincere manager can encounter resistance to his or her best coaching efforts. This seminar will show you how to tackle coaching challenges and be effective in handling employee resistance, stalled performance negotiations and behaviors that must be eliminated immediately.

You’ll learn how to:

Recognize common challenges to performance improvement and the best methods to address them
Identify the appropriate use of punishment and penalty — and how to temper these with positive reinforcement
Handle escalating performance issues — when performance doesn’t improve or continues to decrease
Keep your goals in sight by focusing on performance improvement and eliminating the perception of bias or unfairness
Re-build positive relationships when trust has been broken

Seminar Outline

Common coaching challenges

You believe the agent doesn’t want to change
You think the agent isn’t capable of changing
Trust or commitment has been violated
The behavior is non-negotiable and there is no room for compromise
The behavior must be changed immediately
The behavior is getting worse, not better

Responsibility and consequences
Nine special considerations

Deliver it face-to-face
Keep your emotions in check
Be objective
Set realistic expectations
Stick to the behavior
Explain consequences of non-compliance
Be positive & encouraging
Put it in writing
Follow up

Expand your coaching process
Create a SAFE process

Value added materials

Printable Slide Presentation
Sample Coaching Process
Sample SAFE Model
Coaching Exercises
Coaching Scripts

Who should attend?

Managers, supervisors, QA specialists and coaches who are responsible for coaching and performance development in the call center. The material in this seminar is at an intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Use this page to register for Part 2 only of this series. Register for Part 3 individually.

Date:	Price:
Live Seminar Recording	$299.00
May 9, 2008 (11am-1pm Eastern)	$299.00