A 3-Step Guide for Integrating Coaching into the Call Center

Contact Center Pipeline

Coaching call center coaching contact centerThere is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships.

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.

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.

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 management

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

implementing new coaching and training within. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

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.

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. […].

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.

Coaching is a Matter of Priorities, Not Time

Integrity Solutions

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. The session focused on Developing a Coaching Culture for Higher Performance and offered a deep dive into our new research on coaching. Establishing a Coaching Culture.

Eliminate Your Fears And Doubts About Coaching Problem Employees

Myra Golden Media

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. Most People Get Coaching Wrong.

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

How Northridge Performance Coaching Drives Instant Results

The Northridge Group

Coaching and Training mystery shopping performance coachingConsumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items.

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.

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.

4 Ways to Adapt Your Coaching Style to the Needs of Your People

Integrity Solutions

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling.

Does Your Sales Coaching Strategy Need a Reality Check?

Integrity Solutions

To develop your sales coaching strategy, you first need to understand where your organization’s level of coaching is right now. Figuring out your sales coaching strategy has become a hot topic in business today, and for good reason. Managers decide whether or not to coach.

Coaching for Success: A Quick How To

Call Center Weekly

By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches. When we walk into our call centers we are all coaches. W hat do coaches do? When it comes to coaching, that is invaluable.

Belief Boundaries: Coaching as a Powerful Way to Unlock Potential

Integrity Solutions

Coaching is pivotal to sales success. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement.

5 Keys to Effective Coaching


Coaching employees is important for continuity of an organization. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Business coaching leads to empowered personnel, therefore increasing their productivity.

Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach

Call Center Coach

Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ? Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast.

Recipe for coaching agents in 30 minutes per day


The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority.

The 4 Steps to Replacing a Stale Coaching Program

Contact Center Pipeline

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale.

The Residual Benefits of Working With a Call Coach

CallSource Insights

Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. Sure, coaches will help your employees develop their abilities to set more appointments – but it doesn’t stop there. Call Coaching Call Handling Skills

Coaching Starts At Onboarding


Coaching your agents helps them feel connected, engaged and valued at work. The post Coaching Starts At Onboarding appeared first on Sharpen Contact Center Software. Why wouldn’t you start this process during onboarding?

Coaching Effectively: Curbing the ‘Principal’s Office’ Mentality

Call Center Weekly

The coaching session has yet to even begin and their defenses are already up. How can you effectively coach when an employee is focused on defending themselves and not in the most receptive state?

Committing To A Coaching Culture In The Contact Center Wins Significant Rewards

Robert Davis

An excellent customer experience comes down to having Quality Conversations and providing supervisors with enough time, and the right tools, to coach and develop their team members. By Brad Baumunk , President and COO, Robert C. Davis and Associates.

Make coaching in a timely manner a New Year's Resolution


agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoringMany contact centers have a goal of completing a number of quality evaluations per agent per month. What is less often talked about is the timeliness of those evaluations and how long after a call agents typically receive feedback.

The 4 Stages of Call Coaching Proven to Boost Appointment Setting

CallSource Insights

Although CallSource dives deeper into these categories with our monthly call handler scorecards and with the help of call coaching to improve appointment setting techniques, you can download our FREE call handler audit now to start improving today! Get Employee Report Cards and Call Coaching. The post The 4 Stages of Call Coaching Proven to Boost Appointment Setting appeared first on CallSource. Call Coaching Telephone Performance Analysis Call Handling Skills

Top 20 Quotes for Coaching Inspiration


The post Top 20 Quotes for Coaching Inspiration appeared first on Sharpen Contact Center Software. We all need a little boost of motivation when we return to our desks after a long weekend. Sometimes we only need a cup of coffee or a quick break to read our favorite blogs to get our head back.

Do Your Best Agents Still Need Coaching?


agent coaching agent performance contact centers call center quality assurance WFONo matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness.

Belief Boundaries: Coaching as a Powerful Way to Unlock Sales Potential

Integrity Solutions

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Coaching is pivotal to maximizing sales potential. So why do so many companies still struggle to make coaching pay off for them?



To effectively coach your agents, here are a few tips and practices to try out. Most agents don’t start out as superstars, though they can turn into them over time. With training and guidance, though, that can happen much sooner.

How to Build a CX Coaching Culture


Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help.

Five Stats That Prove Your Agents Need Better Coaching


Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Read on to see five statistics that prove your contact center must equip your agents with innovative coaching tools today. As such, coaching is m.

5 Coaching Techniques That Will Move the Needle

Customer Service Life

While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.

Key Steps to Successful Agent Coaching


Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Secluded (or Private) Coaching Area.

A Lesson on Coaching from John Wooden


I didn’t choose to highlight Coach Wooden because of that, though. The post A Lesson on Coaching from John Wooden appeared first on Sharpen Contact Center Software.

Why coaching beats training in support teams


That’s where coaching comes in. This is why coaching needs to be included in a support rep’s development. Coaching builds and refines much needed skills. Coaching hits the switch on active mode learning. Investing in support team coaching starts to pay off immediately.

The Problem Managers Face When Coaching Their Own Employees – Pt. 2

CallSource Insights

Last week, we began talking about some issues that managers who want to coach their own employees may face. Now, let’s finish up what may be challenging for managers when trying to successfully coach their own call handlers. Call Coaching Call Handling Skills

Whisper Coaching: How Will AI Make Your Whispering More Effective?


Whisper coaching” enables managers to listen in on agents’ calls, and when it’s appropriate, they can share advice with the agents, coaching them in real time. But there’s one major limitation to whisper coaching: you need people to do the whispering. When managers use whisper coaching, they’re mentally matching situations that may arise in the call with the right responses and tactics, based on their experiences.