CCMA: Operational Coaching Skills and Techniques

20th March 2015

Manchester 20 March 2015 - Call Centre Managment Association

We recognise that the most important conversation that takes place in a call centre happens between the advisor and the customer. This workshop provides team managers with the skills and knowledge to coach advisors to deliver quality conversations with customers. Attendees will learn about best practice techniques for delivering side by side coaching for improved performance.

By the end of the Seminar attendees will be able to:

• To understand the difference between coaching, training & performance management.
• Understand the difference between performance coaching and call coaching
• Recognise the benefits and impacts that call coaching has on performance and engagement
• To develop knowledge of GROW coaching model and skills required to coach effectively
• To understand the different approaches required for side by side coaching and remote monitoring
• To apply and practise call coaching techniques.
• Understand the benefits of using a call coaching planning guide
• Demonstrate delivery of a call coaching session through role plays during the course

 


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