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Making It Happen™
Lead your contact center staff to peak performance
 Program Benefits
Making It Happen™, from Impact Learning Systems, is an innovative program designed for first-line coaches in customer contact centers. It teaches team leaders, supervisors, and managers how to develop common performance standards, communicate those standards to their team, and then coach their team to success. Focusing on attitude as well as coaching skills, participants learn the value of inspiring people to reach new heights. By using skills taught in this program, coaches are able to improve morale and reduce turnover while helping reps achieve business goals.
After experiencing Making It Happen, contact center coaches are able to immediately apply what they learn in order to:
- create a standard level of performance among contact center reps
- help team members achieve goals
- reinforce training
- better handle performance problems
- successfully measure performance
- give quick feedback in the middle of heavy customer contact
- inspire and motivate your entire contact center staff
Program Description
Participants learn skills as they relate to their own team members and job environment, and evaluate themselves against a set of world-class coaching standards. They build their ability to:
- understand productivity and quality measurements
- set performance standards and objectives
- set team and individual goals
- observe performance and develop a feedback plan
- praise strong performance
- refine performance that is almost—but not quite—correct
- correct poor performance
- troubleshoot performance issues
More than just a training event, Making It Happen makes sure the following questions are answered:
I. Do they know it?
Participants learn material through engaging workbook or online reading assignments, mini-lectures, and lively group discussion. Learning is assessed through quizzes and trainer observation.
II. Can they do it?
Learning what it takes to be an inspiring contact center coach isn’t enough; coaches need to practice each step of the way. After each assignment or mini-lecture, participants practice a generic example in a written, audio, or group so they can focus on the skill they’re learning, rather than their own job situation. They then practice the same skill in a simulated job environment with examples drawn from their own work experience. This means participants can immediately apply the skill back on the job so that your investment in training pays off.
III. Will they do it?
Making It Happen includes action plans and on-the-job exercises that allow participants to focus on one skill each day while working with customers back on the job. The program also includes step-by-step instructions and agendas to make it easy for coaches to effectively apply what they have learned.
Implementation/Customization
The program is available in instructor-led or online learning formats, or a blend of the two. Its approximately 16-24 hours can be delivered all at once or can easily be broken into small learning units to fit training time available. An ideal class size is between 6 and 18 participants. Impact’s free online Progress Management Center lets you track the progress of each student. Although participants spend at least one-third of the program working on specific examples from their own jobs, further customization is available in the form of exercises, case studies, role plays, and job aids.
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