THE DATE: Tuesday 24th May 2016
THE LOCATION: London
THE DESCRIPTION: One of the most important conversations that takes place in a contact centre happens between the advisor and the customer. As a team manager, coaching your advisors to have quality conversations is a key part of your role. Do you have the skills and techniques to do this effectively? This workshop will give you best practice techniques for delivering side by side coaching for improved performance.
By the end of the workshop you will be able to:
- Understand the difference between coaching, training & performance management.
- Appreciate the difference between performance coaching and call coaching
- Recognise the benefits and impact that call coaching has on performance and engagement
- Develop knowledge of GROW coaching model and skills required to coach effectively
- Understand the different approaches required for side by side coaching and remote monitoring
- Apply and practise call coaching techniques.
- Realise the benefits of using a call coaching planning guide
- Demonstrate delivery of a call coaching session through role play
Who is this course designed for:
Team Managers or coaches in a Contact Centre environment.
Cost is £295 + VAT per delegate (£245 + VAT for CCMA Members).
THE ORGANISERS: CCMA
THE WEBLINK: http://www.ccma.org.uk/professional-development/open-training-courses/contact-centre-operational-coaching-skills-and-techniques-5/
Author: Rachael Trickey
Published On: 1st May 2016 - Last modified: 20th Nov 2018
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