Top Techniques for Coaching Your Contact Center Agents

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The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.

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. At the same time, manual coaching techniques are time-intensive and deliver feedback on a handful of cases, resulting in a high attrition rate and poor customer experience.

In this presentation, we will discuss the five critical components for building a successful coaching program that uses AI to allow managers and agents to engage in constructive dialogue to reduce burnout and increase employee engagement.

Attendees will walk away with insight on the following:

Critical components for coaching programs
The importance of efficiency when onboarding and training agents
Traditional methods of agent coaching versus manual coaching techniques
How proper coaching can reduce agent burnout

November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST

Brought to you by:

Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Francoise Tourniaire - Founder of FT Works

In 1998, Françoise Tourniaire founded FT Works, a consultancy firm that helps technology companies create and improve their customer success and support operations. Her expertise includes designing customer journey maps, process streamlining, support website design, customer skills training, and creating effective metrics and dashboards.

She is the author of The Art of Support, a guide to running customer success and support organizations, now in its second edition, Just Enough CRM, a business manager’s blueprint to selecting and implementing CRM systems, Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations, and Selling Value, a guide to creating, marketing, and selling support portfolios.

Omid Razavi - Chief Advocacy Officer at SupportLogic

Omid Razavi is a seasoned customer executive experienced in developing and orchestrating customer support, services, and success teams for customer outcome and growth. His clients are global contact and customer support leaders. He is currently Chief Advocacy Officer at SupportLogic, and before that, he led Product Success for Customer Workflows at ServiceNow. Omid is a sought-after conference speaker and industry contributor. He hosts the "CCO Perspectives: Live Conversations" webinars with industry leaders.

Gregory Walker - Senior Product Manager at SupportLogic

Greg is a support industry veteran with over 15 years of experience leading, building, and growing support organizations from startups to enterprises. He has worked for several Silicon Valley industry leading companies, Salesforce, MobileIron, and 8x8. Now working as a Senior Product Manager at SupportLogic, bringing that deep knowledge to help revolutionize the way support is delivered.

Customer Contact Central