Best Practices in Quality Monitoring and Coaching

Best Practices in Quality Monitoring and Coaching
An Intensive Two-Day Workshop
October 13 and 14, 2010 8:30am to 4:00pm each day
Holiday Inn Toronto Airport - East

Jane Finn and Deborah Morden, Canada's "gurus" on Quality Monitoring www.contactstrategies.com lead this two-day workshop, which is sold-out every time it's offered. Participants will learn how to quantify ideas, concepts, and solutions to maximize Call Monitoring and Coaching, and will be given strategies and tactics to help achieve service levels whilst delivering high Quality in your Call Centre. In this intensive workshop Jane and Deb will show you how to use progressive coaching and monitoring techniques to improve focus and commitment to Service Excellence, and how to enhance the efficiency and effectiveness of your people, processes and technologies. You will also learn how to create a feedback loop that virtually guarantees continuous improvement. This workshop has been presented across Canada, in the U.S. and around the world. Participants will also have an excellent opportunity to network with peers and discover dozens of tried and true approaches and techniques that drive behavioral change and enhance performance. These are ideas that you can adapt and adopt to meet the needs of your organization, your customers and your employees. Bring your company's monitoring sheets to the workshop. This is a highly interactive workshop, and course content may vary depending on the wishes of the participants. The course outline follows. If you'd like to run this course in-house at your CC for a minimum of 10 students, please contact us to discuss. Workshop Outline I THE DYNAMICS OF CONTACT CENTRE MANAGEMENT Strategic Positioning – Translating Your Values, Vision and Business Objectives into Action Balancing Efficiency and Effectiveness Why Monitoring is Crucial to Your Success Leadership versus Management II CREATING A QUALITY CULTURE The common issues, challenges and trends Measuring performance from the perspective of the Customer, Business and the Employee Monitoring Considerations and Issues Privacy Issues Employee Rights Barriers to Success Overcoming Resistance III THE STEP-BY-STEP QUALITY PROCESS A practical and proven Performance Measurement Model that can be adopted into your organization Establish customer focused objectives, goals and expectations Communicating the Quality Vision IV ALIGNING YOUR QUALITY EXPECTATIONS TO MEET YOUR CORPORATE STRATEGY Customer ‘touch points’ – Telephone, email, fax, Internet Defining & Measuring what really counts with respect to quality V BEST IN CLASS QUALITY EVALUATION PRACTICES Industry standards and Best Practices What to Monitor, How to Monitor and When to Monitor Random and Adequate Sampling Quality Roles and Accountabilities Determining the Appropriate Resources required to Implement and Maintain a Quality program Justifying Your Investment in Monitoring Update on Monitoring Technologies VI DEVELOPING AN EFFECTIVE EVALUATION TOOL A Template for Creating your Quality Assessment tools Determining Required Skills, Knowledge and Competencies Identifying Observable Behaviors Review of Sample Evaluation Forms Quantifying Quality Developing A Rating Guide Tips and Techniques for Reducing Subjectivity VII CLOSING THE LOOP THROUGH EFFECTIVE COACHING AND FEEDBACK How to interpret and analyze key measures and indicators to complete performance GAP analysis Giving feedback to Recognize, Instruct, Train and Redirect Representative Self-Assessment Evaluating a Coach’s Performance and Developmental Needs Recognizing and Rewarding Progress VIII ON-GOING MANAGEMENT OF THE QUALITY PROCESS Certification of Quality Listeners Calibrating for Consensus, Consistency and Fairness How to Measure and Give Visibility to progress Reporting, Tracking and Trend Analysis Comparing your Quality results to Customer Satisfaction data Actionable Intelligence that Senior Management can see and buy into

Title:	Best Practices in Quality Monitoring and Coaching An Intensive Two-Day Workshop
When:	October 13 and 14, 2010 8:30am to 4:00pm each day
Location:	Holiday Inn Toronto Airport - East
	600 Dixon Road

	Toronto, ON M9W 1J1 view map
Price:	$1,099 + HST