Call Center Agent Coaching Tips | ICMI
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Contact Center Coaching

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Client Site Training
Bring this course to your facility.

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Start building a coaching culture that improves agent and customer satisfaction with a proven coaching model that you can implement immediately.

Without coaching, the time and money you spend on training and monitoring will have little impact on your contact center’s performance. By implementing a proven coaching model and training everyone who coaches to use the model and to coach more effectively, you will see agent performance and effectiveness rise.


Who should attend
  • Supervisors
  • Anyone who coaches agents
What you will learn
  • What coaching is and the benefits it delivers
  • The role of the coach
  • How to praise and why it is so important to do so
  • How to deliver corrective feedback effectively
  • The benefits of using a coaching model and how to use the S.A.F.E. coaching model
  • Strategies for addressing difficult coaching situations
  • Techniques for holistically approaching contact center issues through coaching
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List Price: $795

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Module 1 The Case for Coaching

  • Coaching defined
  • Where does coaching apply?
  • What are the purposes of your coaching program?
  • What coaching can do


Module 2 Your Role as a Coach

  • Looking at coaching as a relationship
  • Identifying what to coach on
  • The role of a coach
  • Common coaching challenges
  • Finding time to coach


Module 3 The Fundamentals—Praise & Correction

  • The impact on agents when they get no feedback
  • What praise is and its impact on the contact center
  • What do we miss when we don’t praise
  • What corrective feedback is
  • Tips for giving corrective feedback
  • Examples and practice identifying a coaching approach


Module 4 Coaching Tools and Techniques
  • The coaching process
  • The benefits of using a coaching model
  • The S.A.F.E. coaching model with step-by-step tips
  • How the agent and the coach should prepare for coaching
  • Strategies for addressing difficult coaching situations


Module 5 A Holistic Approach to Coaching

  • Symptoms of contact center culture issues with the coaching cure and case study
  • Symptoms of attendance and adherence issues with the coaching cure and case study
  • Symptoms of poor agent buy-in with the coaching cure and case study
  • Symptoms of metrics issues with the coaching cure and case study
  • Symptoms of stress issues with the coaching cure and case study
  • Symptoms of career pathing issues with the coaching cure and case study
  • Diagnosing and addressing other issues
  • Core coaching skills
QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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