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Driving Performance Changes in Your
Customer Contact Center
 2-Day course:
Monday, May 18th and Tuesday May 19th.
Are your handle times
too high? Is your availability too low? Are your
service levels out of line and first contact
resolution beyond your reach? What reports are you
looking at to manage your contact center and once
you read the numbers, what do you do with them? You
know where you want to go but you are just not sure
how to get there. Move from the planning stage to
execution of results with contact center expert,
Kimberly King. Kimberly is inviting you to send her
a few calls from your center to review in class to
understand the behaviors that are working for you
and those that are having the greatest negative
impacts on your business! This interactive and
informative workshop gives you the tools to make
changes in your contact center to get higher
results. Topics include monitoring standards, hiring
tools, coaching skills, customer surveys, training
design methods, reporting technology and more! Front
line Supervisors to Senior Executives will walk away
with fresh ideas for driving change at all levels of
the organization.
Panel discussions,
break-out sessions and much more make this a session
one you won't want to miss.
Learning
Objectives:
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Identify the
behaviors that are driving your success and
creating areas of opportunity.
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Listen to calls to
help you change your perspective on what is
working for your business and what is not
working.
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Understand how to
effectively train to the behaviors that will
drive your success.
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Create a coaching
strategy that will help you to effectively coach
to the behaviors that are impacting your bottom
line results.
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Create a Quality
assurance process that will help you drive
results; rather than simply check off the boxes.
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Understand how to
track your progress to know if you are making a
difference.
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