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HIGH IMPACT VT

To improve the customer experience, improve the agent experience.

 

HIGH IMPACT VT - INTERACTIVE STREAMING VIDEO

Engage and inspire your team!

Training your front line workforce is challenging. It can be costly, hard to scale and often falls short of desired results.  We provide the essential and fundamental skills needed to engage your team, reduce turnover and accelerate performance

With the right knowledge, success is guaranteed!

    Versatility Drives Performance

  • Front Line Coaching Fundamentals

  • Communication Social Styles

  • De-escalation/Conflict Resolution

 

FOUNDATION SERIES

Eliminate the "one and done" training process... It just doesn't work!  Skill development takes repetition, practice and accountability. Learn and grow at your own pace with interactive, streaming video on demand. 
Available anytime, anywhere. 

BUILD A WINNING TEAM

Communication &  Social Styles

When 75% of the people you work with operate differently that you do, there will be increased tension and frustration. This leads to lower performance and higher turnover. 


You will learn:

  • About your style, and how to recognize others style through observed characteristics and behaviors. 

  • How your "intentions" may differ from others "perceptions" as you communicate

  • Why increasing your versatility will improve performance and relationships, and how to adapt your style to others.

ACCELERATE TEAM PERFORMANCE

Front Line Coaching Fundamentals

Setting a foundation of strong coaching skills will create a more positive and productive work environment leading to higher, and more predictable performance.


You will learn:

  • How to encourage participation and lead more productive one on one development sessions and team meetings.

  • Each step in the "Skill Transfer Process" and how it's used to improve and sustain performance.

  • To create accountability through follow up with "Coaching on the Fly" and "Looping".

DE-ESCALATION PROCESS

Manage and Reduce Conflict

Difficult situations of any kind create tension and friction. Whether it's with a customer or an employee, learning to implement a
de-escalation process is critical.

You will learn:

  • How agents can lower resistance at at the beginning of the call, improving your customer experience and FCR.

  • A simple process to reduce conflict leading to more open and positive communication.

  • How to plan for and conduct difficult conversations.

 
 

GET IN TOUCH

We’d love to hear from you!
Reach out today with any questions, or simply to learn more about High Impact VT.

(858) 349-1212

 

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