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QA and Coaching for Experienced Agents

Contact Center Pipeline

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.

Coaching 130
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Five best practices for effective employee coaching

Callminer

Read this blog for employee coaching strategies. As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs.

Coaching 182
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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. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual.

Coaching 162
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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. Highly effective coaches know that coaching to behaviors is what improves metrics!

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.

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Tips for Effective Call Center Coaching Sessions

SQM Group

Coaching isn't just about identifying areas for improvement; it's about cultivating a culture of continuous learning and development.

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Questions That Increase Coaching Effectiveness

Integrity Solutions

It would follow, then, that increasing coaching effectiveness is one (major) tool in the toolbox to help solve these problems. Employee engagement is very much emotional, and it’s managers and the coaching culture they create that can make or break those emotional ties. Why does a coaching culture matter?

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Outrun Your Competition: Best Practices for Accelerating Sales Processes

Dig into our data-backed guide to learn: Proven methods for warming up cold calls Coaching points for responding to price pressure early and often Front-line examples of how to win the battle for customer retention

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

Speaker: Roger Lee, VP Customer Success, Gridspace

Providing data-driven coaching in live calls. Streamlining agent evaluations with real-time dashboards. Authenticating customers and agents with voice biometrics. Monitoring calls for trends and KPIs in real-time.

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

Speaker: Roger Lee, VP Customer Success, Gridspace

Providing data-driven coaching in live calls. Streamlining agent evaluations with real-time dashboards. Authenticating customers and agents with voice biometrics. Monitoring calls for trends and KPIs in real-time.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

But Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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How Call Centers Can Bring the Behavior Change Cycle to Life

Speaker: VoiceOps

VoiceOps developed the Behavior Change Cycle to help companies tackle this issue head-on leveraging your own call flows and coaching teams.

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Developing Agent Empathy Through Emotional Intelligence

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

But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. How to coach agents to improve their Emotional Intelligence and empathy skills. Can empathy be taught?