A Great Way to Do a Coaching Session



243

Nick Drake-Knight illustrates Continue & Begin Fast Coaching being used in a call centre environment with this 4-minute demo video.

The coachee has just completed an inbound customer call and is being coached around comms behaviours in this call centre.

The Explicit Standards referred to during the coachee’s self-evaluation reflect this organization’s expectations of call centre team members’ behaviours.

These behaviours are described in a structured model the brand refers to as ‘Helpful Conversations’. All team members have been trained in this behavioural model.

Published On: 22nd Apr 2022 - Last modified: 26th Apr 2022
Read more about - Call Centre Helper TV,


Recommended Articles

The contact centre podcast cover art for Nick Drake Knight's discussion on 'contact centre coaching: How to sustain learning and make it fun!'
Podcast - Contact Centre Coaching: How to Sustain Learning and Make it Fun!
two-people-on-phonecall
How to Make Coaching Stick
A picture of people clapping excellence
How to Achieve Excellent Customer Service Through Coaching
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.