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.

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