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Do you participate in our weekly Twitter chat? This is the place to continue the conversations, network with fellow chatters, and find recaps, topics and questions for upcoming chats.

Coaching vs Monitoring Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 83


12/19/2017
ericamarois
ericamarois
Moderator
Posts: 83
Hi, everyone!

Please join me today at 1:00 ET for our final #ICMIchat of 2017! For the second week in a row, we let the community select today's topic via a Twitter poll. The clear winner? Coaching vs Monitoring.

Here are the questions we'll cover:

Q1: How do you define quality monitoring?
Q2: As it relates to the contact center, how do you define coaching?
Q3: Who should conduct agent coaching sessions?
Q4: Should coaching be part of the quality monitoring process, separate, or both? Why?
Q5: What are some ways to have more meaningful coaching conversations?
Q6: How can contact center leaders remove some of the fear/paranoia that agents feel about the monitoring process?
Q7: What are the keys to developing an effective and sustainable contact center coaching model?
Q8: What's the best way to tackle performance issues? Do you have any advice for guiding defensive agents down the path to improvement?

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Erica Strother Marois
Community Strategist, ICMI
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