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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.
This course covers:
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Giving feedback that will positively affect behavior in your call center
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Developing a coaching process that will get you the results you’re looking for
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The COACH Model: How to use it and why it works in almost any call center
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The pros and cons of various coaching techniques and when to use them, including “On the Fly” vs. “Formal Coaching”
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7 coaching pitfalls to avoid
Who Should Attend?
- Managers
- Supervisors
- QA Specialists responsible for coaching and performance development
Course Length and Delivery Method
This course is a live, virtual two hour course. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Related Courses
Contact Center Agent Coaching: Addressing Challenges in Agent Development
Contact Center Agent Coaching: Inspiring Employees Though Positive Feedback
Course Materials
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Printable Slide Presentation
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Industry Articles
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The Problem of "Amputated Coaching"
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Handouts
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Coaching Process
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COACH Model
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Coaching Scripts
Cancellation Policy
Please take a moment to read the cancellation policy.
