About this Event
Contact us at [email protected] or WhatsApp us at for brochure & group discount!
*This is fully claimable under HRD Corp / PSMB SBL-Khas!
Workshop Description
Coaching is indeed an integral component in the Contact Centre environment. It is conducted by various parties on various areas of development within the contact centre; namely work-related skills and telephony interactions.
However, coaching is not merely a process that needs to be completed but an important aspect of agent and operational development. Coaching also serves as a quality improvement tool on a whole within the contact centre environment as it serves as a point of reference for the staff enhancement and improvement.
This program focuses on the end to end process of conducting coaching within the contact centre environment. It provides a comprehensive platform to re-evaluate and enhance your coaching process and build on it to further strengthen the quality and productivity of the contact centre personnel.
Workshop Learning Objectives
- Understanding the different coaching methods within the Contact Centre Environment;
- How to communicate clearly desired behavior to the agents;
- Monitoring and giving feedback based on performance;
- To develop specific competencies that would enable more effective and focused coaching sessions;
- Coaching based on specific data such as Key Performance Indexes and Quality Analysis.
Who Should Attend
All individuals who conduct coaching within the Contact Centre Environment.
Event Venue & Nearby Stays
Wyndham Grand Bangsar Kuala Lumpur, No.1 Jalan Pantai Jaya, Kuala Lumpur, Malaysia
MYR 4409.58
