Contact Center Agent Coaching: Improving Performance Through Effective Coaching

Learn to effectively use constructive coaching and positive feedback to reinforce training and monitoring efforts for a dramatic change in contact center motivation and performance.

Through ICMI’s Contact Center Agent Coaching: Improving Performance Through Effective Coaching virtual classroom course, you’ll discover why coaching is not simply an event, but a relationship. Successful coaching begins with understanding the basic principles of consistent, positive communication and reinforcement. By imparting this knowledge, we’ll help you create an action-oriented plan that will transform the way you provide feedback to your call center team members.

This virtual classroom course provides a step-by-step outline of the coaching process, so you’ll know what actions to take at each point of a real-life interaction with trainees. Through the SAFE coaching model, you’ll learn a simple method for delivering specific, concise feedback to employees, and experience improved employee motivation and commitment to your call center’s objectives.

Designed for managers, supervisors and QA specialists responsible for coaching and performance development , this course covers:

• Giving feedback that will positively affect behavior in your call center
• Developing a coaching process that will get you the results you’re looking for
• The SAFE Model: How to use it and why it works in almost any call center
• The pros and cons of various coaching techniques and when to use them, including “On the Fly” vs. “Formal Coaching”
• 7 coaching pitfalls to avoid

Date:	Price:
April 20 2012, 2pm-4pm EST	$299.00

Call Center Learning Solutions "Training the voice of your business" ©