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Microsoft

Team Effectiveness

Microsoft via Coursera

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Overview

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Strengthen team collaboration and performance within customer service environments. In this course, you will develop skills to manage smooth shift handoffs, deliver structured peer feedback, compile daily performance reports, and support customers' onboarding processes. You will learn to interpret service metrics, document feedback outcomes, and create communication workflows that improve accountability and service continuity. Using CRM data, dashboards, and AI-assisted reporting tools, you will translate operational insights into actionable team recommendations. Through applied exercises and a team effectiveness project, you will design collaboration strategies that enhance service quality and measurable performance outcomes. By the end of this course, you will be able to contribute to team-based service delivery with confidence, clarity, and data-informed decision support.

Syllabus

  • Effective Shift Communication
    • Outlines best practices for communicating critical information during shift transitions.
  • Continuous Improvement in Team Inputs
    • Instructs participants on utilizing team feedback for ongoing process improvements.
  • Delivering Constructive Feedback
    • This module covers effective strategies for delivering feedback in a professional environment.
  • Documenting and Tracking Feedback
    • Focuses on recording feedback and using this information to guide team development. Module Learning Objectives: Document feedback sessions and track outcomes to ensure continual growth.
  • Compiling Accurate Metrics Reports
    • Focuses on creating data-driven reports to provide clarity and support for business decisions.
  • Supporting Decisions with Data
    • Teaches effective analysis of data within reports, aiding in strategic decisions and action plans.
  • Developing Effective Onboarding Processes
    • This module delivers insights into creating impactful and efficient onboarding processes.
  • Tracking Onboarding Success
    • Provides tools for evaluating the overall success of customer onboarding, aiding in continuous improvement.
  • Project: Team Effectiveness
    • Lead projects and initiatives to foster team collaboration and improve service delivery.

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Microsoft

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