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Best Practices in Quality Monitoring and Coaching

Contact Professionals Alliance

Tuesday, 24 April 2012 from 8:30 AM to 4:30 PM (EDT)

Toronto, Ontario

Best Practices in Quality Monitoring and Coaching

Registration Information

Registration Type Sales End Price Fee HST Quantity
Single Registration Ended $999.00 $0.00 $129.87
BOGO Registration
Use this to receive 50% off second attendee
Ended $749.25 $0.00 $97.40
Single Registration (TAX Exempt)
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Ended $999.00 $0.00 $0.00
BOGO Registration (TAX Exempt)
You will be asked to provide a Tax ID
Ended $749.25 $0.00 $0.00

Share Best Practices in Quality Monitoring and Coaching

Event Details

Day 1 Tuesday April 24, 2012
8:30 AM – 4:30 PM
Day 2 Wednesday April 25, 2012
8:30 AM – 4:30 PM

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 Centre's success
  • Leadership versus Management

II. CREATING A QUALITY CULTURE

  • Common issues, challenges and trends
  • Measuring performance from the perspective of the customer, the 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
  • Establish customer-focused objectives, goals and expectations
  • Communicating the Quality vision

IV. ALIGNING QUALITY EXPECTATIONS TO MEET CORPORATE STRATEGY

  • Customer 'touch points' – telephone, email, fax, internet
  • How to define and measure 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

VI. DEVELOPING AN EFFECTIVE EVALUATION TOOL

  • A template for creating 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 conduct performance GAP analysis
  • Giving feedback to recognize, instruct, train and redirect
  • Representative's 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
Have questions about Best Practices in Quality Monitoring and Coaching? Contact Contact Professionals Alliance

When & Where


Holiday Inn - Toronto Airport East
600 Dixon Road
Toronto, Ontario M9W 1J1
Canada

Tuesday, 24 April 2012 from 8:30 AM to 4:30 PM (EDT)


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