Part 1 - The Coaching Process - Everything You Do or Don't Do

This workshop is designed to give call center managers, supervisors and team leaders (coaches) the skills, knowledge and confidence to bring out the best in their employees and create an environment where employee involvement helps them compete and thrive in today’s competitive markets.

Acquire skills to effectively coach for results. Learn methods for coaching to improve performance. Stimulate employee growth, performance and development with empowering feedback solutions.

Part 2 - Coaching and Calibrating Call Quality - Gaining Agreement

This session will help intact call center teams of managers, supervisors, team leads (coaches) and call quality teams. The workshop is designed to calibrate call quality standards and insure to what degree calls meet performance expectations.

Learn what and how to measure the components of a call. Develop a call evaluation form using adult learning theory. Evaluate to what extent the call met quality standards and calibrate “ratings” to insure uniform evaluations that balance strengths and opportunities for improvements.

Part 3 - When Coaching isn't Working - The Tough Times

Sometimes coaching doesn't seem to be effective. Evaluate the difference between coaching and conflict management. Recognize the signs of conflict and develop skills to change conflict to problem solving.

This course prepares you to identify developmental needs and formulate an action plan. It will help you recognize the impact of performance issues on the team, the business and the bottom line. Stimulate employee growth, performance and development with empowering feedback solutions. Develop a strategy to bring conflict and nonperformance issues to resolution.