Coaching First call resolution Workshop 
TeleDirect
APRIL 7, 2025
Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Simulate Real-World Scenarios Use call recordings and role-play exercises to help agents apply what they’ve learned in a realistic setting.
Calabrio
APRIL 11, 2025
A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?
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TechSee
AUGUST 26, 2024
Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. First Call Resolution (FCR) : Striving for first call resolution should be a key objective.
Calabrio
MARCH 5, 2025
To measure goals like these, you must identify specific key performance indicators (KPIs)such as the percentage of conversations where a customer is likely to churn, first call resolution rate , or CSAT scores and make sure the insights found are aligned with your business objectives.
Outsource Consultants
JANUARY 16, 2025
Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives.
SoliCall
AUGUST 2, 2023
2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Set clear performance metrics and key performance indicators (KPIs) that align with your call center’s objectives. 3- Clear Performance Metrics.
Robert Davis
MARCH 2, 2017
Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close. RCDA Results.
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