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Webinar
Description
A remarkably quick and easy 10-point blueprint for
building an effective quality program
In contact centers, a solid
quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents,
frustrated supervisors, wasted time, and no improvements in quality. Join us for
this encore presentation of a blockbuster seminar where you get cutting-edge
advice on every aspect of setting up or fine-tuning your quality call monitoring
program.
You will leave this intensive webinar with a 10-point blueprint for designing
and executing your own quality monitoring and coaching program.
Course
Topics Include:
The Monitoring Form: Simple tips and
tricks that will position you to design (or enhance) your form like a pro!
- Myra will explain the five simple and basic
components you MUST have on your monitoring form
- Benchmark monitoring forms from superstar call
centers
- You will receive a PDF packet of 25 real (and
really good) monitoring forms from which you can benchmark
- You’ll even get a sample email
correspondence monitoring form
- We’ll examine how to effectively use both
Yes/No and Numerical scoring
With the discussion and information from the webinar we are ready
to get started and have even scheduled our first meeting to get it underway!
Debbie
Riley
Consumer
Affairs Supervisor
Giant Landover
Plain and Simple
Performance Standards
- Learn to distinguish between styles and
standards so that your evaluations are legally sound and fair (not to
mention, easier on you)
- How to establish clear, valid and measurable
performance standards
- Find out what's off limits for measuring in
quality monitoring and why
Your seminar has given me the tools to build {a} new incentive
program. I’m sure that my operators will appreciate the scoring process
as well as the incentives. I will appreciate the opportunity to be a
better coach.
Jeri
Chandler
Ivie & Associates, Inc
How
to Coach Contact Center Agents
·
4 Behavior Action
Frameworks for Coaching Agents to Optimal Performance
o
The GOLDEN Method for Coaching Contact Center
Agents (9-step proprietary model)
o
Coaching through questioning
o
Exactly how to get whiners and blamers focused on
their performance
o
A 7-step model for addressing unacceptable
performance
Overcoming One of the
Biggest Threats to Effective Coaching and Getting Agent Buy-In to Monitoring
- Myra will reveal the one –and only- solution
to solving the problem of inconsistent coaching among contact center
supervisors
- You’ll get to explore 7 field-tested and
proven tips (straight from the world-class centers of some of our clients)
for overcoming agent resistance
- We will review 8 common objections agents have
to monitoring and we'll tell you exactly how to respond to every one of
them
All about Calibration: Getting Every
Supervisor on the Same Page: Nipping the consistency challenge in the bud
- Find out why it so easy for every supervisor
to see (and rate) calls differently ---and discovery what you can do about
it
- You’ll get Myra's 6-step
easy method for holding productive calibration sessions that will
ENSURE consistency among all supervisors who coach
Additionally,
Myra will be sharing best quality monitoring practices from such renowned
companies as Nike, Johnson & Johnson and Disney Direct.
Course
Resources:
·
- Printable slide
presentation
- Digital
recording of the webinar
- Unlimited
viewing within your organization with no expiration
- Rights
to download and save webinar video
- Rights
to incorporate webinar within your Learning Management System (LMS)
- 100
questions you MUST ask any and all potential vendors of automated quality
monitoring systems
- 25
sample monitoring forms, including a sample form for monitoring email
interactions
- Blueprint
for holding effective calibration sessions
Exceptional Value
Wondering how our
registration fee compares to others? The
Resource Center for Customer Service Professionals currently has a seminar
available called Monitoring and Coaching for Improved Call Center Performance.
It is offered at 8 locations throughout the US at various times during the year.
The cost is $1,475 per person. If you had five supervisors attend, it
would cost you $7,375, plus the travel expenses of each supervisor. Myra's
webinar delivers the same relevant content for a mere $299 for an UNLIMITED
number of participants.
Quality
Contact Center Monitoring
Friday, January 29, 2010
1:00 - 3:00pm ET
$299
for unlimited participation within your organization (includes digital recording
of the webinar)
Register
now!
Save
big on Myra's webinars with an Annual
Membership
For
less than the price of 3 webinars, you can attend all live events and view
recordings for 1 year!
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