Contact Center Pipeline
JUNE 22, 2017
Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. To train means to provide the learner with the tools he or she needs to function. Let’s clarify our terms.
The Northridge Group
OCTOBER 1, 2020
Often, they don’t have the appropriate training, skills, or experience to effectively foster development. They may lack time due to competing business priorities or, perhaps, the one-on-one sessions they schedule for coaching become discussions of business issues, leaving little or no time for actual coaching.
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Callminer
SEPTEMBER 20, 2017
Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives.
The Northridge Group
NOVEMBER 4, 2021
Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Highly effective coaches know that coaching to behaviors is what improves metrics!
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.
Contact Center Pipeline
MARCH 30, 2023
If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.
Toister Performance Solutions
NOVEMBER 14, 2024
This plan will help you train employees who serve customers over the phone. This training plan uses a unique approach to training videos. Step 1: Create a training plan. Tell your team about the training and what to expect. Tell your team about the training and what to expect. Why is it important?
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
This webinar will explore 4 strategies that contact center leaders can use to lead and coach their agents and supervisors to stay ahead of the productivity curve. How to train procedures, then update and re-distribute as necessary. How to develop your agents and supervisors with effective coaching to build confidence and know-how.
Speaker: Laura Sikorski, Contact Center Consultant
Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. Your staff requires appropriate tools and integration to all operational functions of your business to satisfy customer needs. The role of your employees is paramount.
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