We’re Happy to Announce More Updates to the Quality Assurance Program

[fa icon="calendar"] November 12, 2014 / Philip Barron

The new and improved “Basics of Coaching” course will be available on Learn, on September 16.

Most contact centers are in a constant state of change; hiring new staff, changing processes, or releasing new products or services. If these changes are not carefully monitored and managed, service can quickly become inconsistent.

In order to improve and maintain a positive customer experience, effective coaching is essential.

The Basics of Coaching course has been designed to enable you to:

  • •Determine the current performance of the center and diagnose any issues.
  • Prepare for a successful coaching session.
  • Utilize proven questioning techniques during the coaching session.
  • Tailor feedback based specifically on the agent’s performance.

Instructional and engaging interactions have been developed throughout the course, so students will have the opportunity to practise the skills presented in a simulated environment.

Enjoy the course!

Topics: Product Updates

Philip Barron

Written by Philip Barron

Phil Barron joined The Call Center School as an E-learning Developer in 2011. His background within various contact center roles helps him to bring his first-hand experiences to life, in the form of engaging and interactive training content.