Contact Center Coaching For Supervisors

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. By implementing a proven coaching model and training everyone who coaches to use the model and to coach more effectively, you will see agent performance and effectiveness rise.

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Course Outline

Module 1: The Case for Coaching

Coaching defined
Where does coaching apply?
What are the purposes of your coaching program?
What coaching can do

Module 2: Your Role as a Coach

Looking at coaching as a relationship
Identifying what to coach on
The role of a coach
Common coaching challenges
Finding time to coach

Module 3: The Fundamentals—Praise & Correction

The impact on agents when they get no feedback
What praise is and its impact on the contact center
What do we miss when we don’t praise
What corrective feedback is
Tips for giving corrective feedback
Examples and practice identifying a coaching approach

Module 4: Coaching Tools and Techniques

The coaching process
The benefits of using a coaching model
The S.A.F.E. coaching model with step-by-step tips
How the agent and the coach should prepare for coaching
Strategies for addressing difficult coaching situations

Module 5: A Holistic Approach to Coaching

Symptoms of contact center culture issues with the coaching cure and case study
Symptoms of attendance and adherence issues with the coaching cure and case study
Symptoms of poor agent buy-in with the coaching cure and case study
Symptoms of metrics issues with the coaching cure and case study
Symptoms of stress issues with the coaching cure and case study
Symptoms of career pathing issues with the coaching cure and case study
Diagnosing and addressing other issues
Core coaching skills

Who Should Attend

Supervisors
Anyone who coaches agents

What You Will Learn

What coaching is and the benefits it delivers
The role of the coach
How to praise and why it is so important to do so
How to deliver corrective feedback effectively
The benefits of using a coaching model and how to use the S.A.F.E. coaching model
Strategies for addressing difficult coaching situations
Techniques for holistically approaching contact center issues through coaching

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List Price: Varies

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

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