The suite allows for agents to view completed evaluations while listening to the voice interaction to deliver enhanced comprehension. Our solution gives agents the ability to digitally sign, dispute or ask a question about an evaluation. This is a unique option that is built in, and greatly benefits businesses by enabling agent involvement in the quality program process. Agent access to their evaluations and creates a desire for self-improvement, motivation for development, and insight into your quality management program.
Contact Center Training Coaching for Performance The Coaching for Performance course has been designed to provide the training, techniques and tools required to sustaining and improving agent performance. We will use various tools and approaches for improving performance, including analyzing gaps between goals and actual performance.
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.
Match management expectations of using call center metrics and the impact on agent performance. Perform a gap analysis to identify actual agent performance vs. Examine successful communication techniques to strengthen agent performance, build confidence and rapport, deliver a more impactful and efficient coaching session.
Compare and contrast the needs of new stars, rising stars, super stars, and falling stars different tenure, different performance levels. Develop an effective coaching strategy and plan for different agent types. Our on-site call center training provides a cost-effective way to maximize your training, provide training in your call center, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.
Learns through action — in your center, using your data, using their center management tools and managing your resources Customize the learning experience by focusing on specific areas of interest Save on employee travel cost Minimize time away from work Improve Your Center.inContact Call Recording software delivers an innovative call recording solution that allows you to record what you need, when you need it.
Data security should be at the heart of any new projects or systems that a contact centre is currently planning. It should audit all existing contact centre systems to ensure they comply with international security standards to minimise the risk of a data breach.
The CEC’s Executive coaching certification programs — which has been approved as an Accredited Coach Training Program (ACTP) by the International Coach Federation (ICF), for 60 hours for the Board Certified Coach (BCC) certification, and for training hours by the Human Resources Certification Institute (HRCI) — (HRCI) — not only provides you with comprehensive executive coach training.
Envision Receives CUSTOMER Magazine Workforce Optimization Innovation Award.
Envision is recognized as the leading vendor advancing the call center, CRM and teleservices industries one solution at a time. Free Report: Download this white paper and learn how cognitive computing can help with enhanced call center customer satisfaction and make a call center’s agents happier.
The success of a company depends a lot on customer satisfaction, ratings on social media and brand reputation. This report. Offer leading-edge call center technology for efficient call distribution,; Manage time-shiftable tasks for maximum efficiency,Cross-train to maximize efficient staffing for peaks and valleys, Utilize shared pool options for lower volume hours of operations.