Central to any successful contact center is a team of motivated and skilled agents. Studies show that when agents believe their frontline manager possesses the right skills and knowledge, job satisfaction triples— with an impressive 84% intending to stay with the company for at least another year.* Hence, it is vital to equip frontline managers with the skills and knowledge to effectively coach and improve team performance. 

Our live Best Practices Training, taken directly from our esteemed COPC High-Performance Management Techniques training, focuses on honing frontline managers’ abilities and guiding them toward achieving exceptional results. Experts will cover innovative strategies that empower leaders to create a high-performance culture, foster continuous improvement, and boost employee engagement. 

By the end of this power-packed session, you'll gain a deep understanding of: 

1️⃣ The Purpose of Agent-Level Monitoring: Unlock the secrets behind effective monitoring and how it plays a pivotal role in optimizing performance and fostering growth. 

2️⃣ Employee Motivation and Learning: Discover what truly motivates your teams and how to facilitate their learning for improved productivity. 

3️⃣ Key Coaching and Action Planning Concepts: Enhance team performance by implementing crucial coaching and action planning strategies. 

4️⃣ Mastering Effective Leadership: Learn key principles of effective leadership to elevate your management style, enabling frontline managers to lead with confidence and create a thriving work environment.

Who should attend?  

• Senior operational leaders who want to elevate their frontline managers’ skills. 
• Frontline leaders who want to hone their coaching and action planning strategies.