Certified Contact Centre Coach (CCCC)

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*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.

Host or Publisher ATCEN Communications Sdn Bhd