How to Monitor & Coach Frontline Agents – Rheingau Germany

Frontline Team Members represent the organization to its Customers and the manner in which they handle Customer contacts can make or break satisfaction, loyalty and experience.

Supervisors and Quality Assurance work hard to coach their Team Members to higher levels of performance. But they face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating the organizations standards at a high level.

This course addresses the business reasons for coaching, practical guidelines for making time for coaching, different approaches to coaching and the ‘how to’ of coaching successfully using OmniTouch’s proprietary 7-Step Coaching Process.

All with the intention of making the Customer Experience & the Employee Experience better.

Participants are provided with insights, templates and ideas to truly measure individual and Team Performance across both Quality and Productivity dimensions and leave this course with confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.

Your Facilitator

The course is facilitated by Daniel Ord, CCXP – an internationally renowned Trainer & Speaker in Customer Experience, Customer Service & Contact Centres.

The course will be conducted in English though our Managing Director and German national, Marcus von Kloeden, CCXP, will also be on hand for any German language translation requests.

Venue: Our program is held at the famous Eberbach Abbey (Kloster Eberbach) in Eltville on the Rhine (Eltville am Rhein) in beautiful Rheingau Germany. The Abbey is about an hour’s drive from Frankfurt.

Our workshop package includes 2 nights stay at the Abbey and breakfast and lunch for each day of training.

Almost 900 years old, Eberbach Abbey is a former Cistercian monastery. It is considered one of the most significant architectural heritage sites in the region.

Fees: Euro 1,995* per Participant inclusive of 2 nights hotel accomodation at Kloster Eberbach, breakfast & lunch for 2 days, full workshop materials and participation in our 2-day Masterclass.

*In Germany, prices are subject to VAT