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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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How to Coach the 5 Most Underutilized Soft Skills

Myra Golden Media

And how do you coach them? In this master class, you’ll learn how to identify and coach on the soft skills that will add the most value to your bottom line. Watch now to uncover the most integral soft skills in your field and learn invaluable coaching tactics to get your agents to use them on every call.

Coaching 156
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Call center coaching tips that really work – Tethr

Tethr

Building a call center coaching culture is a continuous and active process. Learn how to make it work in this short breakdown.

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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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Agent Self-Coaching: How Agents Can Coach Themselves to Achieve World-Class QA and Csat Scores

SQM Group

Agent self-coaching creates ownership for improving agent performance. The more agents turn to themselves for the answers, the more self-confident they become.

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How to Identify & Coach on the Most Effective Soft Skills

Myra Golden Media

Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills. Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening.

Coaching 156
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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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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?

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4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

This webinar will explore 4 strategies that contact center leaders can use to lead and coach their agents and supervisors to stay ahead of the productivity curve. How to develop your agents and supervisors with effective coaching to build confidence and know-how. March 14th, 2019 11:00AM PST, 2:00PM EST, 6:00PM GMT

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

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. Quality Assurance is a major challenge for contact centers today.