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Contact Center Coaching: A Practical Approach to Getting Results

Contact Center Coaching: A Practical Approach to Getting Results

Select a class date & location then click to register.


 

Course Description

Invest in your coaching and see the impact as customer satisfaction increases!

This one-day, hands-on course will teach ways to build a coaching culture, adapt your coaching style to individual rep styles, and reinforce desirable behaviors through praise. Practice techniques through role playing to address difficult and sensitive coaching situations. Determine your coaching return on investment by measuring the change is customer satisfaction, employee turnover, and overall revenue after implementing ICMI’s SAFE coaching model.

You will leave this course ready to implement a proven coaching model as well as the confidence to coach all aspects of agent performance.

Course Topics Include:

  • Coaching Culture
  • Common Challenges and Solutions
  • Career and Skill Path Coaching
  • The SAFE Coaching Model
  • Measuring Success

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

Full payment is required prior to attendance. In rare instances, a course will be rescheduled or postponed. ICMI will provide at least 5 days’ notice. You may receive a full refund, or take a credit toward another ICMI course. ICMI cannot be held responsible for penalties resulting from travel arrangements. Participants cancelling their registration with less than 5 days notice will pay the full course rate. No shows will also pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on ICMI’s course schedule http://www.icmi.com/Training/calendar.aspx. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the ICMI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your ICMI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.


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