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

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

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How to Coach the Coaches

SharpenCX

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 to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Coaching the Coach

Contact Center Pipeline

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors. Coaching calibration call center call monitoring coaching contact center supervisor training

InformaTech

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 […].

Save Time. Coach More.

Amplifai Coaching Category

Coaching

Why do we coach?

Amplifai Coaching Category

Coaching

Save Time. Coach More.

Amplifai Coaching Category

Coaching

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!

InformaTech

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

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

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 […].

Coaching and Training: Two Keys to Delivering Excellent Contact Center Service

The Northridge Group

They may lack time due to competing business priorities or, perhaps, the one-on-one sessions they schedule for coaching become discussions of business issues, leaving little or no time for actual coaching. What outcomes will a strong coaching and training program deliver?

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

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. Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience. No matter how far along customers may be in their agent engagement journey, they all inquire if automation will have a negative […].

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 […].

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.

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. You read that right: Three out of every four people who voluntarily leave a company do so because of poor management.) So how can call center managers—and, by extension, their companies—avoid the same […].

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.

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: The Radical Next Steps

Contact Center Pipeline

Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality, but you need to get that adherence rate up to speed!”? Coaching call center coaching contact center performance improvement training

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.

Powering coaching opportunities with the Agent Impact Score

Tethr

Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities.

How AI Can Help

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

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. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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. We also explored some of the all-too-familiar struggles that organizations have as they try to turn their good intentions around sales coaching into effective activity and measurable impact. Establishing a Coaching Culture.

Transitioning from agent manager to coach

Tethr

But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching? Managers must be coaches first. They believe that they’re coaching when they’re actually just telling their employees what to do, or micromanaging them.

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

Amplifai Coaching Category

Coaching

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

Amplifai Coaching Category

Coaching

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

As companies continue to seek every competitive advantage available, organizations must explore new avenues for increasing productivity. With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. This webinar will explore 4 strategies that contact center leaders can use to keep their agents and supervisors ahead of the productivity curve.

Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices - ICMI Featured Contributor Article

Amplifai Coaching Category

Coaching

New Frontline Leaders: Coaching Skills Are Critical

Contact Center Pipeline

Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who haven’t been instructed in the whys and hows of coaching often make the mistake of focusing on an agent’s quality monitoring results and trying to coach individuals to improve the score […]. Supervisor Development agent development coaching leadership supervisor training

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.

How Northridge Performance Coaching Drives Instant Results

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. The internet allows consumers to compare car insurance rates in seconds, discover a new makeup product by watching a social media star on YouTube, or get recommendations for plumbers from 500 of their closest friends.

What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

Frontline Coaches: Ask Don’t Tell

Contact Center Pipeline

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive engagement through coaching. New supervisors tend to approach agent coaching with the notion that the agents who are underperforming can be “fixed,” says Christine Frishholz, managing director of The Cicerone Group, […].

The role of quality inside the home-based coaching and agent relationship

Tethr

Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners.

5 Keys to Effective Coaching

Etech

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? A coach (you) is someone who trains and teaches, therefore, coaching is helping others to develop, improve, and learn new skills. Business coaching leads to empowered personnel, therefore increasing their productivity. Coaching focuses on helping, not controlling.

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. I had a client tell me about a similar experience with a salesperson she was coaching who was right on the brink — either about to leave the organization or about to get fired.

Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.