Contact Center Agent Coaching

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

You’ve trained your staff and are monitoring them, but without coaching, valuable knowledge and skills can go down the drain. It takes effective coaching to turn training and monitoring into actions that will transform the performance quality in your center.

Through ICMI’s three-part Contact Center Agent Coaching virtual classroom course, you’ll learn to develop the coaching methods that build trust, respect and accountability. Plus you’ll learn to tap into the powerful impact of positive feedback to improve your center’s work environment and motivate employees.

Coaching is not an event, but a relationship. In part one of the course, you’ll examine the coaching process step by step so you’ll know what actions to take at each point of the coaching session. Through the SAFE coaching 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.

In part two, you’ll examine coaching challenges including employee resistance, stalled performance negotiations, and behaviors that must be eliminated immediately. You’ll learn the “Dirty Dozen” steps for coaching in special situations or difficult behaviors. You’ll also find out how “Sherlock” coaching can help you discover why certain behaviors are happening so you’ll have a clear coaching path.

In part three, you’ll discover how using praise and positive feedback increases acceptance of coaching and reinforces the right behaviors. Learn how to celebrate performance in your call center by identifying and recognizing positive employee behaviors using praise. You’ll discover how often you should be praising and develop a model you can use to quickly and easily deliver praise that will inspire excellent performance.

Designed for managers, supervisors and QA specialists responsible for coaching and performance development and who want to use coaching to:

• Improve working relationships, boost productivity and increase retention.
• See dramatic employee performance improvements through positive feedback.
• Evaluate the quality of coaching in your center.
• Determine who should be involved in the coaching process and how often you should provide feedback and coaching.
• Handle escalating performance issues when performance doesn’t improve or continues to decrease.

Who should attend?

Managers, supervisors, QA specialists and coaches who are responsible for coaching and performance development in the call center. The material in this seminar is at an intermediate level.

Course Length

This course is delivered in three sessions, each is a two hour session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.

Course Materials

• Printable Slide Presentations for Each Section
• Industry Articles
• The Art of Coaching in a Contact Center
• Call Center Agent Motivation: It's the Principle of the Thing
• The Problem of "Amputated Coaching"
• Handouts
• Coaching Exercises
• Coaching Process
• Coaching Scripts
• SAFE Model

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.

Cancellation Policy

Please take a moment to read the cancellation policy.