Coaching Security and Compliance

Contact Center Pipeline

Coaching Training & Development compliance cybersecurity HIPAA PII trainingA call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection.

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Contact Center Pipeline

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Coaching agent development agent performance call center contact center remote agents remote coaching WAH WFH work from home work-at-hom


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Why Coaching? The Business and Personal Cases

Integrity Solutions

When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. Isn’t that what you want to do when coaching?

Best Practices of Great Coaches

The Northridge Group

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Coaches who do this well will see results.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Refine Your Coaching Technique with Listening and Observation

Contact Center Pipeline

I’ve always known that I must listen more than I speak when coaching an agent. Coaching call center agent training coaching contact center agent development listening skills

Save Time. Coach More.

Amplifai Coaching Category


Why do we coach?

Amplifai Coaching Category


Save Time. Coach More.

Amplifai Coaching Category


Why Your Company’s Coaching Efforts Are Failing

Integrity Solutions

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? Coaching Efforts That Expand Belief Boundaries.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The Link Between Coaching Skills For Sales Leaders and Sales Coaching Maturity

Integrity Solutions

Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. The Sales Coaching Paradox.

5 proven coaching strategies to improve contact center culture and productivity


Read on for our list of five data-driven coaching strategies Effectively utilizing data is essential to improving contact center culture and productivity.

VoC Agent STAR Coaching

SQM Group

SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly post-call survey coaching session

Is Your Organization Ready for a Coaching Culture?

Contact Center Pipeline

Culture call center coaching culture communication contact center leadershipWhen it comes to culture, lasting change starts at the top with the leadership team. Employees are ready to be engaged and empowered,” says employee and customer empowerment expert Shawn Casemore, author of The Unstoppable Organization: Empower Your People, Engage Your Customers and Grow Your Revenue. “It’s It’s the mindset shift in leadership that is the […].

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

Customer Survey Agent Coaching

SQM Group

Using post-call customer survey data and feedback is a best practice for coaching agents to improve or provide great customer service

Coaching Automated: Improving Agent Engagement Pays Off

Contact Center Pipeline

Technology agent engagement call center coaching contact center training workforce automation workforce optimizationWhen the topic of automation comes up, people often ask about the impact on agent engagement.

Training vs. Coaching: Which Is Better?

Contact Center Pipeline

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. To coach is to help the learner use those tools to achieve maximum effectiveness. […]. Training & Development agent development call center coaching contact center training

7 Sales Coaching Techniques To Elevate Trust And Sales Performance

Integrity Solutions

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Strategies: Coach everyone.

Sales 91

60-Day Plan: Practical Upgrades for Your Remote Contact Center -- a Webinar Replay

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days

Sales Team Coaching With Emotional And Social Intelligence

Integrity Solutions

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. Emotional and Social Intelligence for Sales Coaches.

Tips and Techniques for Coaching Success

Contact Center Pipeline

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company. Coaching agent development call center career path coaching contact center employee engagement performance management

4 Facts That Nobody Told You About Coaching Employees

Myra Golden Media

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Feedback, coaching, and discipline are to be consistent if they are to be effective in ushering in change.

12 Tips to Find Time for Coaching

Contact Center Pipeline

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. Coaching agent development call center coaching contact center time managementDone right, it also improves morale and employee retention. You wouldn’t exercise just once in a lifetime and say that you were done. The same is true […].

60-Day Plan: Practical Upgrades for Your Remote Contact Center

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days

Why Do We Coach?

Amplifai Coaching Category

So what is it fundamentally that we want from coaching? What is the return on our time investment? The simplest answer is

Save Time, Coach More

Amplifai Coaching Category

In a conversation with a prospective customer last month, we were talking about augmenting managers' time and coaching competency and we were asked, "How do you save my team leaders time and help make them better coaches?"

How to Coach the Coaches


How to Coach Your Contact Centre Agents

Call Design

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better.

How Call Centers Can Bring the Behavior Change Cycle to Life

Speaker: VoiceOps

Data from hundreds of thousands of hours of calls has revealed a widespread problem with behavior adherence among call center sales representatives. VoiceOps developed the Behavior Change Cycle to help companies tackle this issue head-on leveraging your own call flows and coaching teams. Access this free on-demand webinar with the VoiceOps team to get a deeper view of the Behavior Change Cycle and learn about how the VoiceOps Coaching Enablement Platform brings it to life for call center teams.

309: Bill Eckstrom – Coaching for Leaders and Managers

CX Global Media

The post 309: Bill Eckstrom – Coaching for Leaders and Managers appeared first on Customer Experience Strategy and Tactics. Fast Leader Podcast bill eckstrom Business coaching leadership the coaching effect

Coaching? Don’t Make Your Agents Defend Stupidity

Contact Center Pipeline

Coaching call center coaching contact center motivation praise recognitionI knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […].

Call Center Coaching Strategies


Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! But it still takes that extra push – call center coaching – to get everything on the right track.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. How a Coaching Culture Attracts (and Keeps) Top Talent. The best players want to play for the best coaches. The reality is, regardless of their skill level or knowledge, few people rise to the top of their game without having coaches to guide, encourage and challenge them. These coaches: help people become their best.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Create a Coaching Culture

Contact Center Pipeline

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM process. However, many companies are now embracing an “ask, don’t tell” approach to their daily communication to stimulate creative thinking, gain buy-in and empower employees. This is the essence of a […]. Culture call center communication contact center culture empowerment

Coaching Your Salespeople off Plateaus

Integrity Solutions

Here’s how coaching can help them get back on track and hit their numbers again. Coaching your people around these two areas can help them release their inner achievement drive so they can get back on track and hit their numbers again. It’s your job as a coach to help them recognize their self-talk is just talk. Coach salespeople to do the activities that will drive the results they want, and reward and recognize the effort rather than the result.

Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention

Amplifai Coaching Category


Customers Report an Aggregate Increase of 40% More Time Spent Coaching

Amplifai Coaching Category


AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!