Contact Centre 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

 

Who is this course designed for:

 

Team Managers or coaches in a Contact Centre environment.


Cost is £299 + VAT per delegate (£249 + VAT for CCMA Members).

 

 

Locations and dates:

 

London: 20th February 2018

Book Now

Your Organisation:
Your Name*:
Your Contact Number*:
Your Email Address*:
Location*:

Please book places on this event for the following people:

Name Job Title Email Address Member or Non Member
This field is required
This field is required
This field is required
This field is required
This field is required
This field is required
This field is required
This field is required
This field is required
This field is required
This field is required
This field is required
Enter the verification code shown below to continue