Real-time Performance Management (RTPM) for Team Leaders
Real-time Performance Management (RTPM) for Team Leaders By popular demand, this 1 day workshop has been specifically designed for contact centre team leaders and acting team leaders who need to understand the dynamics of effective day to day call centre real-time management.
This workshop is all about what action to take when the “numbers change” and which strategies are best suited to addressing specific gaps in performance. This is a highly practical workshop which has direct application to optimising contact centre operational performance.
Key modules:
- What characterises a high performance contact centre
- Your role and why you are critical to achieving Centre wide KPIs
- What are your key metrics, what do they mean; how are they measured and what can you do about performance gaps
- Analysing actual data – case studies/scenarios
- Management by walking around – how should you do it
- Your role in escalation plans and understanding what “code red” means
- The importance of shift briefings
- Coaching for improved performance
Workshop dates
Schedule for: 2012 | 2013
There is no schedule for this course for the selected year. Contact us for availability or try a different year.