Welcome to ResponseLearning's product introduction site. We invite you to
review our e-learning products in their beta format.
What do we mean by beta? These products have not yet been produced
professionally. We may change the content based on customer feedback. And, before going
"live" we will record the voice using professionals. We may also include different graphics
or flash files once these products go into final production.
To get the greatest benefit, we recommend viewing the products
from top to bottom.
Orientation
Agent Leadership Skills Orientation
View this product to understand how ResponseLearning is designing our Agent Leadership
Skills training. You will learn the five components of the product and how each is
linked to the other. The components include our Performance Criteria, Assessment Instrument,
along with training for agents, monitors, and coaches. Two documents are attached to this
file: Agent Leadership Skills Introduction and 90 Behaviors (a list of the 90 agent skills
under development).
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Agent Leadership Skills Orientation
Using Names Effectively
Agent Training
This lesson teaches agents how to use names effectively. Using names effectively is
one of the 90 behaviors defined by our best-in-class Performance Criteria.
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Agent Leadership Skills: Using Names Effectively-Agent
Monitor Training
This lesson teaches monitors how to assess an agent's level of expertise when monitoring
for the behavior "uses names effectively." It gives the monitor examples of what to listen
for and what expert behavior sounds like.
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Agent Leadership Skills: Using Names Effectively-Monitor
Coach Training
This lesson teaches coaches what is important to emphasize when reinforcing the
behavior "uses names effectively" with agents in face-to-face sessions. Attached to this
lesson is our Coach Guide that provides activities for the coach to use in this blended
learning environment.
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Agent Leadership Skills: Using Names Effectively-Coach
