Existing or aspiring team managers who are looking for best practice guidance on managing performance.
From 09:30am until 12:30pm
CCMA members: £349* Non-members: £399* *excludes VAT
CCMA (Call Centre Managers Association) / 0333 939 9964
Whether in person or remotely, effective performance management of your team is critical
- Understand the key components of performance management in a call centre environment whether in the office or remotely
- Recognise the part a leader plays in creating a performance driven culture
- Understand the importance of applying a consistent, structured approach to managing performance
- Understand the importance of analysing the metrics available and recognising the correlations between different KPIs
- Diagnose performance issues and identify the best course of action
- Understand how to conduct a positive feedback session both in person and remotely
- How to use performance improvement and development plans.