Contact Center Agent Coaching: Improving Performance Through Effective Coaching

Delivery Method	Date/Time	Price
Virtual OnDemand Access to course for 30 days.	Whenever you want	$299	Purchase Now
OnDemand All-Access Pass Access all virtual courses for 1 year.	Whenever you want	Varies	Complete Form

Learn to effectively use constructive coaching and positive feedback to reinforce training and monitoring efforts for a dramatic change in contact center motivation and performance.

Through ICMI’s Contact Center Agent Coaching: Improving Performance Through Effective Coaching virtual classroom course, you’ll discover why coaching is not simply an event, but a relationship. Successful coaching begins with understanding the basic principles of consistent, positive communication and reinforcement. By imparting this knowledge, we’ll help you create an action-oriented plan that will transform the way you provide feedback to your call center team members.

This virtual classroom course provides a step-by-step outline of the coaching process, so you’ll know what actions to take at each point of a real-life interaction with trainees. Through the COACH model, you’ll learn a simple method for delivering specific, concise feedback to employees, and experience improved employee motivation and commitment to your call center’s objectives.

• Giving feedback that will positively affect behavior in your call center
• Developing a coaching process that will get you the results you’re looking for
• The COACH Model: How to use it and why it works in almost any call center
• The pros and cons of various coaching techniques and when to use them, including “on the fly” vs. “formal coaching”
• Seven coaching pitfalls to avoid

• Printable slide presentation
• Industry articles
• The Problem of "Amputated Coaching"
• Handouts
• Coaching Process
• COACH Model
• Coaching Scripts

Pricing for this 2-hour virtual classroom course is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.

Contact Center Agent Coaching: Addressing Challenges in Agent Development

Contact Center Agent Coaching: Inspiring Employees Though Positive Feedback

Please take a moment to read the cancellation policy.