CALL CENTER COACHING – MAKING IT HAPPEN™
Making It Happen™ is a complete training program for coaching
contact centers, online services, and e-mail support
representatives. Making It Happen™ teaches team leaders,
supervisors, and managers how to coach and reinforce skill use
on the job. They'll learn to create a positive work environment and
build a top-performing team.
CALL CENTER FLOOR MANAGEMENT
Call Center Floor Management opens the door to powerful floor-
coaching tools that you won't find in most management
workshops.
Most call centers struggle to maintain high performance levels in
data base interaction,
customer service, quality and sales. The missing link is often the
floor managers and supervisors.
When properly trained, and equipped with an effective coaching
strategy, your floor management team will quickly change and
improve center performance that may have lagged for years.
influence, negotiation, change management training, influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, negotiation, negotiation training, training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, negotiation, negotiation training, training
Call Center Coaching & Floor Management Skills
Call Center Training that Works!
A Xerox Inc. study showed a paltry 13 percent of skills were retained by trainees six months after training if managers failed to provide coaching and support as the skills were being applied. The Clemmer Group "35% of call center employees who don't receive regular coaching look for another job within 12 months. But just 16% of those with good coaches expect to jump ship" Business Week |
| How Important is Coaching Training? |
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| Our Call Center Training has been Delivered in many organizations including: ADT Security Systems Austrian Airlines AT&T Communications American Express AvMed Health Care Bank Atlantic Bell Atlantic British Airways Cathay Pacific Airways Cable & Wireless MediaOne Dean Witter Reynolds Gruntal & Company HBO Lucent Technologies Lufthansa Airlines Medimmune Inc. Fleet Bank QANTAS Sprint Canada Sprint SmithKline Beecham Swissair USAirways Verio WorldCom Allianz Life IBM Cargill Chicago Board of Trade Macromedia Federal ADP More APRENDA Program Users |
| Lucent Technologies 'Thanks to your training and follow-up support we've seen dramatic increases in sales that we originally forecasted to be smaller. ' |