ICMI Training Catalog - (Page 11) 11 ESSENTIALS PEOPLE S T R AT E G Y O P E R AT I O N S TECHNOLOGY Call Center Coaching: A Practical Approach to Getting Results Learn how to deliver feedback in difficult coaching situations! Whether you have a well-defined quality assurance program or have just begun to implement a performance improvement culture, you will benefit from the chance to learn a coaching process that was built for the specific challenges of call centers. This seminar is uniquely focused on performance challenges in call centers, including customer care, stress, motivation, and adherence to schedule. Learn how to: Overcome common coaching challenges Navigate through some of the most difficult coaching situations Use the SAFE coaching model to stay focused on results Reinforce desirable behaviors through praise Only available at Seminar Symposiums Dates and Locations: August 21 . . . . . . . . . . . . . . . . . . . . Washington, D.C. (Seminar Symposium) November 13 . . . . . . . . . . . . . . . . . . Ponte Vedra, FL (Seminar Symposium) $845 ICMI member | $995 non-member* Register at www.icmi.com/coaching or call 800.672.6177 ICMI Consulting Industry-leading and industry-certified, the ICMI consulting team is available to assist with any of your customer experience management challenges. Strategic assessments. Project management. Executive replacement. To discuss a customized, actionable plan of attack, contact Max Steiger at maxs@icmi.com or 609.759.4708. 800.672.6177 www.icmi.com 1-DAY http://www.icmi.com/coaching http://www.icmi.com http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI Training Catalog ICMI Training Catalog Schedule at a Glance Essentials Operations Strategy People Technology On-Site Seminars Web Seminars ICMI Training Catalog ICMI Training Catalog - ICMI Training Catalog (Page 1) ICMI Training Catalog - ICMI Training Catalog (Page 2) ICMI Training Catalog - Schedule at a Glance (Page 3) ICMI Training Catalog - Essentials (Page 4) ICMI Training Catalog - Essentials (Page 5) ICMI Training Catalog - Operations (Page 6) ICMI Training Catalog - Operations (Page 7) ICMI Training Catalog - Operations (Page 8) ICMI Training Catalog - Strategy (Page 9) ICMI Training Catalog - People (Page 10) ICMI Training Catalog - People (Page 11) ICMI Training Catalog - People (Page 12) ICMI Training Catalog - Technology (Page 13) ICMI Training Catalog - On-Site Seminars (Page 14) ICMI Training Catalog - Web Seminars (Page 15) ICMI Training Catalog - Web Seminars (Page 16)
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