Description
Coaching for performance has become an integral part of the contact centre manager's job. Having the right tools to define and measure a superior call standard, by which managers can evaluate agent skill level and establish performance goals, is critical to understanding and achieving business objectives.
Application of the M.A.C. methodology will benefit your business by giving you the tools you need to coach your agents and develop their skills, which translates into increased customer satisfaction and improved agent performance.
This highly interactive workshop is facilitated by a certified trainer and includes both individual and group exercises and role-playing. Participants practice their newly acquired skills by applying them to their own simulated job environments through experientially based exercises, enhancing the transfer of skills learned to on-the-job performance.
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