Performance Coaching - 2 part virtual classroom sessions
Program Description
A study published by the International Personnel Management Association reveals that workforce training increases productivity by 22.4 percent, while training combined with coaching results in an overall productivity gain of 88 percent. The value of coaching front-line staff can be quantified, but what about training the coaches who are leading teams? Who's teaching the coaches how to coach?

In many cases inadequate coaching is the missing link to agent effectiveness. Our consultants will help you solve this performance barrier by leading your coaching team through best practice training as well as providing them with individual self-coaching evaluations. This program provides your coaches with the tools they need to begin and continue improving performance. Contact center directors, managers, project managers, supervisors, quality specialists and trainers will all benefit from this coaching certification program. And because the session is offered on site so you can certify as many coaches as you like at one time for one fee.

What You'll Learn - Part 1 of 2
- How to identify your coaching strengths and weaknesses through our individual coaching assessment
- How to become more confident about your position and your ability to improve your teams' performance
- How to recognize, understand and coach to specific behaviors
- Coaching methodologies behind counseling, confronting, tutoring, mentoring and supervising
- A master of skills over time coaching methodology

What You'll Learn - Part 2 of 2
- How to turn statistical transactions into human interactions
- How to coach personality types such as drama queens, aloof agents, attention seekers and authority challengers
- The art of delivering feedback and recognizing others for a job well done
- How to build relationships with your most valuable assets - your workforce - and the rewards that will follow
- How to get to the root of performance issues - Is it because they can't, won't or don't know how


Leadership Skills: Moving from Ordinary to Extraordinary - 2 part virtual classroom sessions
Program Description
Most of us can think back to the greatest leader we ever worked with but few have taken the time to analyze exactly what made this leader so great. Fast forward a few years and we find ourselves in management positions with little training or knowledge of what it takes to also be a great leader. While some personality types naturally thrive in this environment, others struggle to figure out what steps are needed for self-improvement. The challenge shared by both types is that becoming a great leader is not an easy task. It requires hard work, commitment, patience and a passion for self learning, as well as developing others.

This program is for leaders who would like to take your skills to the next level. This is your opportunity to self reflect on your current skills and set goals for moving from an ordinary to an extraordinary leader. Anyone in a leadership role will benefit from this program. And because the session is offered on site so you can invite as many leaders as you like at one time for one fee

What you'll learn - Part 1 of 2
- Why extraordinary contact center leadership is so difficult and also so important
- The key differences between managing and leading teams
- Actions you can take to develop others
- How to cultivate a high performance work culture
- Common mistakes that prevent people from being great leaders and how to avoid them
- How to own what you are personally responsible and accountable for

What you'll learn - Part 2 of 2
- Essential competencies to becoming an extraordinary leader
- How "the diffusion of innovation" impacts our ability to drive change and what you can do about it
- How identifying employees through classification types can help you build commitment and loyalty
- How to set the stage for collaboration and teamwork
- We've all heard of the WIFM principle "what's in it for me" but what about us leaders? WIFUL "What's in it for us leaders"? Come to this program and find out!
- Many more leadership best practices


Quality Monitoring Program Design - 3 Virtual Classroom Sessions
Program Description
Are you looking to develop a quality program from scratch? Or, do you have an existing program in place that needs to be redesigned? Either way this course is for you. Take advantage of our consultants' expertise and best practice knowledge as they teach you how to identify your unique needs and guide you through the steps needed to develop an award winning quality monitoring and coaching program that will increase performance. You will leave the virtual sessions with a completed evaluation form, supporting evaluation guide and evaluation and coaching guidelines

What you'll learn
- How to take center and company goals and turn them into criteria that can be evaluated and coached to in order to reach your objectives
- The components needed to develop your evaluation form including categories, skills, scoring and weighting - How to combine, align and simplify your evaluation form without losing valuable insite - How to develop a brief evaluation guide that will be used in new hire training, on the floor, while evaluating and in calibration sessions
- How to develop a form with no "double dinging" or "nit-picking" your agents to death
- Best practices in scoring methodology
- How to include subjective skills on your form that you can evaluate objectively
- Why less is more when it comes to the number of skills being evaluated
- The components needed to develop your form including categories, skills and scoring
- Who should be evaluating agents and how often
- Different coaching methodologies and when to use each type
- Many more quality monitoring and coaching best practices!


Time Management Principles for the Contact Center - 1 Virtual Classroom Session
Program Description
Do you feel like no matter how much you give it never seems to be enough? You work harder and longer and still you find yourself barely maintaining the daily workflow. It's not surprising if you really think about it. Times have changed and we now live in a connected society where geographical borders have been lifted and communciation channels abound. We are constantly being pushed to execute faster, better and cheaper. Consumers have come to expect higher service levels as well as an explosion of choice. Add to that the state of the economy and we are now asked to do even more with less. We've got some amazing time managmenet principles that when applied will increase your effectiveness in the contact center. We will show you how to simplify your work load, move from "maintainer" to "gainer" and understand why doing ordinary things extraordinarily well is so critical.

What you'll learn
- How do identify and eliminate the barriers of performance
- Why perfectionism is not a preferred method of execution
- How to leverage people, process and technology to get things done.
- Tips needed to tackle procrastination
- How to avoid "Karoshi", a term the Japanese have coined which means "death from overwork".


Home-Based Employee Program Development - 1 Virtual Classroom Session
Program Description
Today there are an estimated 112,000 at-home agents in the US, and this number is predicted to triple by 2010. Home-based agent programs are exploding as viable alternatives to outsourcing, off-shoring and downsizing. Why? Because centers are able to offer flexible schedules, lower retention rates, cut costs and attract and retain top-performing employees. This sounds great but what's the down side? Well, there is a big one. Over 60% of home-based agent programs fail. Not because they are not a good idea but because there is a lack of planning, resources or know-how to develop a well thought out and executed program. This program will provide you with the experience needed to develop a successful home-based agent program. The end result is a fully documented and personalized home-based agent program guide providing you with everything you need to get started.

What you will learn
- Recommended guidelines for setting up an at-home workforce
- Technologies needed to employ home-based agents
- Hiring profile for a good home-body
- How to communicate with your home agents so they remain engaged
- What pitfalls to watch for and how to avoid them
- How to motivate and reward your home-based agents
- Ways to train, monitor and evaluate performance remotely
- Best practices relating to work space, child care and safety
- Security measures to ensure your information is confidential and protected
- Many more home-based agent program best practices!


Developing an Effective Quality Monitoring Evaluation Form - 2 Virtual Classroom Sessions
Program Description
Whether you want to modify your existing quality monitoring evaluation form or create one from scratch, chances are you have questions regarding the steps needed to develop an effective form. Many companies make the mistake of jumping right into the criteria that will be evaluated. Before you dive in, a word of caution-initiating a form that is not well thought out and tested, or is not in alignment with your overall business goals-can do more harm than good. Our trainer will guide you on how to develop an effective quality monitoring evaluation form as well as a brief guide to be used in training, on the floor, while evaluating and during calibration sessions. You will leave these virtual sessions with a completed evaluation form and a supporting evaluation guide.

What you'll learn
- How to take center and company goals and turn them into criteria that can be evaluated and coached to in order to reach your objectives
- The components needed to develop your evaluation form including categories, skills, scoring and weighting - How to combine, align and simplify your evaluation form without losing valuable insight - How to develop a brief evaluation guide that will be used in new hire training, on the floor, while evaluating and in calibration sessions
- How to develop a form with no "double dinging" or "nit-picking" your agents to death
- Best practices in scoring methodology
- How to include subjective skills on your form that you can evaluate objectively
- Why less is more when it comes to the number of skills being evaluated
- Many more quality monitoring evaluation form best practices!


Quality Monitoring Calibration Program - 1 Virtual Classroom Session
Program Description
If you have more than one person who is evaluating your call center agents, you better be calibrating on a regular basis. Why? Because a lack of calibration can undermine the integrity of your contact center quality program. In fact, many say that a lack of calibration is the #1 reason that quality programs fail. It is not uncommon for one evaluator to rate a particular skill as "meets expectations" while another evaluator scores the same call as "exceeds expectations." Quite simply, people just view things differently. The variance of this interpretation is unfair to agents and can have an extremely negative impact on your center. Implementing a process by which you remove variation in interpretation - calibration - is the best way to prevent perceived favoritism or inequality because it teaches evaluators how to score or grade using the same criteria. This session will teach you what you need to know about call monitoring calibration.

What you'll learn
- Formula for tracking variance on overall scores as well as individual skills
- Best practices in variance percentages and what you should aim for
- Why an evaluation definitions guide is critical to the calibration process
- How to score a subjective skill objectively
- The most common mistakes evaluators make when scoring and how to avoid them
- Guidelines needed for a successful program
- Who should meet, how often and what the process should look like
- Many more calibration best practices!


Custom Virtual Classroom Sessions
Don't see exactly what you are looking for? No problem, just contact us and we will develop a custom virtual classroom session designed to suit your needs perfectly!