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Updates to the Call Center Supervision Program

[fa icon="calendar"] October 20, 2014 / The Call Center School

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!

Topics: Product Updates

The Call Center School

Written by The Call Center School

Since 2001, The Call Center School has been dedicated to the personal development of contact center individuals. With approximately 20,000 certified graduates from more than 3,000 contact centers worldwide, we are a market leader in the industry. Our expert learning and development team of industry specialists, instructional designers, graphic designers, video journalists, and linguists, ensures that all content is of the highest standard.