Coaching towards high performance is the focus of this learning programme. Coaching and performance management tools will be key areas of focus.
Any individual who wish to be involved in the Contact Centre industry or who is currently in the contact centre industry and want to progress in their chosen career path.
By the end of this learning programme learners should be able to:
- Applying statistical understanding to performance targets.
- Reviewing performance.
- Implementing performance standard benchmarks.
- Identifying development areas within a Contact Centre context.
- Selecting coaching techniques and methodology.
Coaching Contact Centre personnel.