Contact Center Agent Coaching

This course is a 3-Part series. Monitoring customer contacts is an important activity for any contact center. But monitoring alone won’t improve performance. It takes effective coaching to turn valuable monitoring observations into the action that will transform performance quality in your center. In part one, learn a simple method for delivering specific, concise feedback to employees, and experience improved employee motivation and commitment to your call center’s objectives.

Even the most sincere manager can encounter resistance to his or her best coaching efforts. Part two of the seminar will show you how to tackle coaching challenges and be effective in handling employee resistance, stalled performance negotiations and behaviors that must be eliminated immediately.

When we get to part 3 of this virtual classroom, you will tap into one of the most powerful motivators in your call center — positive feedback! One third of employees cite lack of management recognition as their #1 job complaint. Attend this course to 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 a model you can use to quickly and easily deliver praise that will inspire excellent performance.

You’ll learn how to:

• Determine who should be involved in the coaching process and how often you should be providing feedback and coaching
• Use coaching to positively affect employee performance and improve the call center environment
• Deliver consistent, timely performance feedback with the easy-to-use SAFE model
• Evaluate the quality of coaching sessions in your center
• Recognize common challenges to performance improvement and the best methods to address them
• Identify the appropriate use of punishment and penalty — and how to temper these with positive reinforcement
• Handle escalating performance issues — when performance doesn’t improve or continues to decrease
• Keep your goals in sight by focusing on performance improvement and eliminating the perception of bias or unfairness
• Re-build positive relationships when trust has been broken
• Tap into the powerful impact of positive feedback to improve your center’s work environment and motivate employees
• Use the 4:1 rule to give contact center staff the recognition and praise they crave
• See dramatic employee performance improvements through positive reinforcement
• Rely on the SAFE model to deliver effective face-to-face positive feedback

Course Materials:

• Printable Slide Presentations For Each Section
• Industry Articles

  The Art of Coaching in the 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

Who should attend?

Course Length

Pricing