Recorded Webinar: How Real-Time Coaching Improves Agent Effectiveness


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.


  • Introductions – Rachael Boynton, Call Centre Helper
  • Kim Ellis, Training Consultant
Kim Ellis slides on how real time coaching improves agent effectiveness

Click here to view the slides

  • Mark Williams, CallMiner
Mark Williams slides on real time coaching to improve agent effectiveness

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


Kim Ellis - Headshot
Kim Ellis
Training Consultant
Mark Williams - Headshot
Mark Williams
Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 3rd May 2019 - Last modified: 15th Nov 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

Follow Us on LinkedIn

Recommended Articles

Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
People planning with sticky notes on glass
How to Nail Call Centre Coaching
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!
Person taking notes during virtual coaching session
How Integrated Call Centre Coaching Boosts Agent Engagement