Contact Center Coaching

Part one of this three part course will focus on how monitoring customer contacts is an important activity for any call 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. 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 this course 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.

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. During part three of this course you will 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 call 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

Who should attend?

Managers, supervisors, QA specialists and coaches who are responsible for coaching and performance development in the call center. The material in this seminar is at an intermediate level.

Date:	Price:
Feb 24, 25 and 26, 1pm-3pm EST	$699.00
May 13, 20 and 27, 11am-1pm EST	$699.00

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