Recorded Webinar: How Real-Time Coaching Improves Agent Effectiveness Related Articles Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions? Recorded Webinar: Contact Centre Coaching and Training Exercises Podcast - Contact Centre Coaching: How to Sustain Learning and Make it Fun! How Integrated Call Centre Coaching Boosts Agent Engagement 1,287 Filed under - Recorded Call Centre and Customer Experience Webinars, CallMiner, Kim Ellis Contact centres are constantly looking for ways to maximise the potential of agent-customer conversations and create positive experiences. Good coaching lies at the heart of this. In this webinar, we discussed innovative ways of training agents to unlock this potential and improve customer happiness, with a specific focus of coaching in real-time. Agenda Introductions – Rachael Boynton, Call Centre Helper Kim Ellis, Training Consultant Click here to view the slides Mark Williams, CallMiner Click here to view the slides Topics Discussed Contact centre coaching initiatives Improving both the customer and agent experience Implementing a real-time strategy Better utilising your agents’ time Contact centre analytics The role of technology Top Tips from the Audience Winning tip – “Book side by side coaching sessions in your calendar and invite the agent to it. If it’s in both your calendars as a “meeting invite” you’re less likely to miss it or get distracted by something else and not attend. This shows the agent you are invested in their development as well” thanks to Chris55 Original Webinar date: May 2019 Panellists Kim Ellis Training Consultant Mark Williams CallMiner Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by CallMiner Author: Rachael Trickey Published On: 3rd May 2019 - Last modified: 15th Nov 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, CallMiner, Kim Ellis Recommended Articles Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions? Recorded Webinar: Contact Centre Coaching and Training Exercises Podcast - Contact Centre Coaching: How to Sustain Learning and Make it Fun! How Integrated Call Centre Coaching Boosts Agent Engagement Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 White Paper: Five Secrets of Top Performing Contact Centres Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter