Effective Performance Management skills, hints and tips for Managers in a Contact Centre

This one day course will provide managers with an understanding of the importance of effective performance management and how they can develop their skills in this important function of their role.

By the end of this training course the delegates will:

  • Learn what we mean by effectively managing performance
  • Recognise the benefits to team members
  • Have an awareness of what might get in the way
  • Recognise tools available
  • Understand their own style and impact
  • Review their effectiveness of managing their own performance
  • Understand how to drive performance at different levels to maintain engagement
  • Know how to assess their team members’ capability/ motivation
  • Understand how to develop capability and motivation
  • Recognise the benefits and pitfalls of using data
  • Develop an awareness of setting up a structure for tracking and review

Who is this course designed for:

Team Managers or coaches in a Contact Centre environment.

Cost is £295 + VAT per delegate (£245 + VAT for CCMA Members)

 

 

Locations and dates:

 

London: 19th September 2017

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