Operational Coaching Skills and Techniques

One of the most important conversations that takes place in a contact centre happens between the advisor and the customer. As a Team Manager, coaching your advisors to have quality conversations is a key part of your role. Do you have the skills and techniques to do this effectively? This workshop will give you best practice techniques for delivering side by side coaching for improved performance.

 By the end of the workshop you will be able to:

  • Understand the difference between coaching, training & performance management
  • Appreciate the difference between performance coaching and call coaching
  • Recognise the benefits and impact that call coaching has on performance and engagement
  • Develop knowledge of GROW coaching model and skills required to coach effectively
  • Understand the different approaches required for side by side coaching and remote monitoring
  • Apply and practise call coaching techniques
  • Realise the benefits of using a call coaching planning guide
  • Demonstrate delivery of a call coaching session through role play

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Wed 4 Dec 2019

Time: 9:30 am - 4:30 pm

Location: Manchester

Who is it for?

Team Managers or Coaches in a contact centre environment.

Why should you go?

This workshop will give you best practice techniques for delivering side by side coaching for improved performance.

How much is it?

CCMA Members: £249 + VAT

Non-members: £299 + VAT

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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