Product Updates

Updates to the Call Center Supervision Program

The Call Center School 1 min read

The new and improved “Basics of Coaching” course will be available on Learn, on October 28.

A contact center supervisor’s role is focused on getting the best performance from their agents. However, there’s always a new challenge right around the corner. Most contact centers are in a constant state of change; hiring new staff, changing processes, or releasing new products or services. If these changes aren’t carefully monitored and managed, service can quickly become inconsistent.

Effective coaching is an essential tool for maintaining, and improving, the customer experience.

  • The Basics of Coaching course has been designed to enable you to:
  • Prepare for a successful coaching session.
  • Utilize proven questioning techniques during the coaching session.
  • Tailor feedback based specifically on the agent’s performance.

Students will have the opportunity to practise their newly acquired skills in an interactive, simulated environment.

We hope you enjoy the course!

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