Contact Center Coaching: A Practical Approach to Getting Results

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. Effective coaching that uses a proven model will turn your training and monitoring efforts into actions with measurable impact on performance.

Through ICMI’s one-day Contact Center Coaching classroom course, you’ll gain the knowledge you need to implement the SAFE coaching model, as well as build the confidence to coach all aspects of agent performance, including coaching in difficult situations.

Through the SAFE coaching model, you’ll learn a simple, step-by-step method for delivering specific, concise feedback to employees, so you’ll know what actions to take at each point of the coaching session.

Through role play, you’ll examine coaching challenges to fine-tune your ability to coach through difficult or sensitive situations. You’ll also discover – and practice – how to use praise and positive feedback to increase acceptance of coaching and reinforce the right behaviors. 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 team leads with coaching responsibility who want to sharpen coaching skills or who need an introduction to:

• What coaching can do and what kind of return on investment to expect.
• The role of a coach and common coaching challenges.
• The fundamentals of praise and using praise as a motivator.
• The role of feedback in correcting performance.
• The development and use of the SAFE coaching model.
• The fine tuning of personal coaching skills.
• Measuring the success of coaching initiatives.

Course Materials

• Printable Slide Presentation
• Industry Articles
• Back To Basics: Coaching and Communication
• Coaching and Performance Management
• Combating the Negative Effects of Job Stress in the Call Center
• Does Monitoring Matter?
• Make Time For Monitoring and Coaching
• Supervisors: The Critical Link in Performance Management
• The Rules of Agent Engagement
• Three Sure Ways to Increase Your Call Center's Revenue and Performance
• Top Agents as Teachers: Using Experienced Staff to Optimize Coaching and Training
• Top Lessons Learned in the Call Center
• Handouts

Who Should Attend?

Call Center Managers, Supervisors, and Team Leads with coaching responsibilities.

Course Length

This course is delivered over one-day in a classroom setting.

“This course brought a lot of topics back into focus for me. I will be able to take this back and use it immediately!”

Brandi White
Customer Service Supervisor

Cancellation Policy

Please take a moment to read the cancellation policy.