The Coaching for Performance course has been designed to provide the training, techniques and tools required to sustaining and improving agent performance. During the course we will review the role, responsibilities, and characteristics of an “effective” call center coach – the kind of coach who makes a real impact on agents’ lives and on evolving agents’ performance. We will use various tools and approaches for improving performance, including analyzing gaps between goals and actual performance. The course provides tips and techniques based on the BenchmarkPortal coaching model.

This course will also focus on communication techniques and creating a strategic plan for all levels of performers. Finally, we will take a close look at agent retention and the impact of reward and recognition on performance, engagement and ultimately retention of talent. Participants are encouraged to share their most challenging agent performance issues with the facilitator prior to the start of the course. Throughout the duration of the course, the facilitator will weave these performance issues throughout the delivery of the program and provide suggestions for creating a winning coaching strategy.