How to Monitor & Coach Frontline Team Members

Categories: Workshop

Equip your contact  centre professionals with the right tools to heighten their knowledge of today's dynamic customer environment and improve the performance, achieve superior results and create lasting Customer Experience.

Course Title: How to Monitor & Coach Frontline Team Members

Date: 25 September 2020, Friday (Re-scheduled Date)

Time: 9AM - 5:30PM (SGT)

Course Fee: S$957.65 (with GST)‬ CCAS Members enjoy 10% discount

Target audience: VPs, Directors, General Managers, Team Managers, Team Leaders, Quality Assurance, CX roles, Human Resources

Course overview: This program was designed to equip Management Team Members with the know-how and skills to better monitor Customer interactions with your brand, and then coach individual Frontline folks to better performance.

It’s a lot more than ticking boxes on a scorecard – or reading an Agent the scores from Quality Assurance.  This is one of the single most important processes to improve Customer experience & Employee engagement and we cover exactly how to get it right. 

We work through 4 modules to build know-how & skill:

  1. The roles & responsibilities of today’s Team Leader
  2. Monitoring – the definition, the role, the methods and how standards are selected
  3. Calibration – the 4 different methods & practices to improve calibration
  4. Coaching – helping, scoring and how to deliver transaction coaching that works

Facilitator: Daniel Ord

A CXPA Recognized Training Provider, 30-year industry veteran and internally renowned Trainer in Customer Experience, Contact Centres and Customer Service.

Click here to to learn more about Daniel Ord

Click here to viewTestimonials for training by OmniTouch International

Virtual Delivery:  Zoom Platform. Registered Participants will be advised on the log-in details

Essentials: Hard copy Course Book with Exercise Guide



CCAS Cancellation Policy: 

All confirmed registrations are not entitled to any cancellations. A replacement is required in the event that the registered participant is not able to fulfill his/her attendance for the workshop.

2020-09-25 09:00:00
2020-09-25 17:30:00