<p class="SectionHead">What You Will Learn:</p>
Participants will learn:
<ul>
 	<li>Key dimensions of supervisory leadership in the contact center</li>
 	<li>How to communicate effectively across all job levels</li>
 	<li>The most effective elements of supervisory communication</li>
 	<li>How contact center business strategy impacts front-line performance</li>
 	<li>How to use quality assurance and quality monitoring tools for maximum effect</li>
 	<li>Keys to building a successful quality monitoring form</li>
 	<li>How to create a Standard Operating Procedures manual that includes best practices for call handling, documentation and customer service skills</li>
 	<li>How to select metrics that fairly evaluate agent performance</li>
 	<li>How to manage and report contact center and agent key performance indicators</li>
 	<li>How to create an agent performance scorecard</li>
 	<li>The role supervisors play in workforce management</li>
 	<li>How to manage front-line absenteeism and adherence to schedule</li>
 	<li>The cost and causes of attrition and how they impact the contact center</li>
 	<li>Keys to building successful motivation and retention plans</li>
 	<li>How to effectively lead a coaching session using a formal coaching process and coaching discussion planner</li>
 	<li>The most common coaching fears and mistakes and how to avoid them</li>
 	<li>Common reactions to feedback and coaching, and how to respond</li>
 	<li>How to manage each stage of the training cycle for continuous performance improvement</li>
</ul>