Unlocking Potential Through Coaching

Unit 1: Elevating Performance: Exploring the Scope and Impact of Coaching

• Understand the role and importance of coaching in the contact center environment
• Learn essential coaching techniques and strategies to enhance agent performance

Unit 2: Coaching for Results: Effective Strategies for Driving Agent Performance

• Discover how to offer constructive feedback and establish SMART goals for enhancing performance
• Learn essential coaching techniques and strategies to enhance agent performance

Unit 3: Integration in Action: Applying Coaching Principles Through Practical Strategies

• Apply coaching principles and techniques to real-world scenarios and challenges
• Engage in role-playing exercises and simulations to practice coaching interactions
• Receive feedback and guidance on coaching approaches and strategies from peers and facilitators

Applied Learning Activities

Equips participants with essential skills for identifying key coaching challenges and improvement opportunities on agent performance, engagement, and retention. It focuses on the core competencies required to employ essential coaching techniques and strategies to enhance agent performance. It covers key skills such as constructive feedback and SMART goals. Demonstrates problem-solving through real-world case studies.

Interactive Experience

Through real-world case studies and scenario-based exercises, participants will have hands-on opportunities to apply what they learn. The course includes templates that apply coaching principles and techniques to real-world examples, ensuring participants leave with actionable insights and strategies.

Immediate Application

Supervisors leave with actionable plans and tools they can apply to elevating agent performance right away. Comprehensive Toolkit for Immediate Impact: An extensive reusable and customizable excel-based toolkit. These resources are designed to be applied immediately in the workplace, helping enhance team and agent performance. No other contact center training organization supports such a valuable takeaway.

• Beginner and Intermediate Contact Center Supervisors seeking foundational coaching skills.
• Aspiring Leaders transitioning into supervisory roles or preparing to become coaches.
• Team Leads preparing for supervisory or formal coaching responsibilities.

• Master coaching principles to identify and address key performance challenges.
• Apply behavior-based feedback techniques to inspire meaningful change in agent performance.
• Navigate difficult coaching scenarios, including resistance to change and lack of motivation.
• Develop SMART goals to enhance agent skills and career pathing.
• Gain confidence in coaching within remote and hybrid environments.

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.