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Supervisory & Management Training
Managing
Agent Performance
Tips,
tactics & techniques for dealing with negative, habitually
late (or absent), under-performing, and un-motivated
employees
“You
g
et th
e behavior you tolerate.”
--Plato
Managing
Agent
Performance
How
to manage
negative under-performing,
and un-motivated agents
Who?
All
who supervise people will
gain tactical insights to help them bring out the best in
people at their worst - in such a way that doesn't cause
resentment.
The
Managing Agent Performance webinar is
Myra Golden’s answer
to the Call
Center
supervisor’s cry for help.
Call Center
supervisors throughout North America struggle with Agent
attendance issues, understanding their Generation X
talent, addressing unacceptable behavior, and coaching
to improve performance, while at the same time
working relentlessly to deliver service levels that please
customers and senior management alike.
And they
try to do ALL of this without working themselves into a
frazzle. Call center managers and supervisors have it tough,
without a doubt, but they're also painfully aware of the
urgent need to take matters into their own hands.
We
designed the Managing Agent Performance seminar to
address the specific day-to-day reality of unending
“people” challenges that call center leaders face, and it
offers a set of real, not impossible, solutions to the
problems of supervising, coaching, and progressive
disciplining.
Pointedly,
pragmatically, and without a hint of fluff,
Myra Golden
explains exactly, step-by-step, how to address the many tough
situations call center leaders face everyday with their
employees.
Giving
Constructive Feedback
- 3
Things to Do AND 3 Things Not to Do When it Comes to
Giving Constructive Feedback
- How
to assertively confront a serious problem
- 3
Air-tight Strategies Prosecuting Attorneys Use That
Will Serve You Exceptionally Well When Addressing
Unacceptable Performance
- How
to Ensure Your Feedback Is Both Fair and Legally Sound
Coaching
to Shape Employee Performance
- A
super-simple 9-step model for coaching agent phone calls
- An
easy, yet always effective 5-step plan for coaching any
performance or behavior problem
- A
blueprint for how to plan for effective coaching
conversations
Effectively
Dealing with Unacceptable Performance
- How
to deal effectively with a variety of unacceptable
behaviors, from gossiping to bickering to absenteeism and
tardiness
- How
to approach employees about problem behavior in such a way
that minimizes hostility and defensiveness and maintains
esteem
- THE
way to coach to red
irect
performance and set crystal clear expectations
-
How
to
give constructive feedback with much more ease
- The
right way to address an “attitude” problem with an
employee
Effective
Discipline
You'll
walk away with these valuable resources, available exclusively
to attendees of this program:
- Checklist
for Progressive Discipline
- Sample
Firing Dialogue
- Legally
Sound 6-Step Progressive Discipline Plan
- Outlines
for holding the Corrective Meeting and the Follow-Up
Meeting (when performance does not improve)
And
like all of
our programs . . . you'll
g
et much, much more.
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