Tag Archives: Coaching

4 Practical Coaching Methods to Improve Your Call Center QA

Laura Krajewski June 7, 2021 About a month ago, my shoe order got lost in transit. Naturally, I called customer service to track it down. I sat on hold for 45 minutes, only to be told, “sorry, I can’t help you — our system says your order was delivered.” Another time, I spent a good … Continue reading 4 Practical Coaching Methods to Improve Your Call Center QA →

5 Coaching Skills That Enhance Your Clients’ Experience

Coaching Techniques

Adriana Generallo May 25, 2021 Communication is hard. It’s a wonder we get anything done when you consider how many ways it can break down. The good news is that we can learn skills that help us improve communication and deepen partnerships. Recently, I took a coaching course from the Co-Active Training Institute (CTI) in … Continue reading 5 Coaching Skills That Enhance Your Clients’ Experience →

Coaching: A Two Way Learning Experience

Coaching Business

Dave Brock May 22, 2021 Too often, we get coaching wrong–if we do coaching at all. We tend to think of it as something we do to some poor victim, something we do for them. Seldom do we think of it as something we do with someone, and in that, we miss huge opportunities. Let … Continue reading Coaching: A Two Way Learning Experience →

3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

Speech Analytics

Veronica Krieg April 1, 2021 As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home. … Continue reading 3 Tactics to Level Up Your Call Center Coaching With Speech Analytics →

How to Develop Your Coaching Sales Funnel to Increase Profits

Coaching Sales

Karen Repoli February 1, 2021 Just as with every aspect of your business, your coaching programs should offer several levels of commitment, from free to high-end VIP days or mastermind retreats. Doing so helps new potential clients move from “getting to know you” to “raving fan” more easily, and helps ensure you always have a … Continue reading How to Develop Your Coaching Sales Funnel to Increase Profits →

What Are the 3 Types of Coaching Styles?

Coaching Techniques

Maini Homer January 12, 2021 When it comes to coaching, there are three distinct styles; autocratic, democratic, and holistic. The styles are based upon the studies of Kurt Lewin, a German-American social psychologist. Each one is effective in its ways, depending on the situation and context. Any good coach should understand each style and how … Continue reading What Are the 3 Types of Coaching Styles? →

How to Maximize Your Coaching and Training Success for 2021

Coaching Techniques

Colleen McKenna November 6, 2020 2020 took us all by surprise in so many ways. While I know it will be different, I’m ready for 2021 and the opportunities that I’m certain will be revealed. I understand many people may not feel optimistic. We’ve taken on unfamiliar challenges, and careers have gone awry. I have … Continue reading How to Maximize Your Coaching and Training Success for 2021 →

How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center

Coaching Techniques

Ellen Christenberry October 22, 2020 When I worked my first customer-facing job, I was on the verge of quitting every other week. The pay and benefits were good, the hours were flexible, many of my co-workers were fun. So what was the big deal? My supervisor. While I liked my supervisor as a person, and … Continue reading How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center →

Two are Better Than One – The Benefits of Paired Agile Coaching

Coaching Techniques

Anthony Mersino October 15, 2020 In 2012, I was given my first opportunity to coach some new agile teams for a client. I was paired with a more senior coach and I never thought twice about how much sense that made. I was coached and was able to use the senior coach as a sounding … Continue reading Two are Better Than One – The Benefits of Paired Agile Coaching →

How Managing and Coaching to Agent Performance Metrics Amplifies Your Call Center’s ROI

Call Center

Veronica Krieg October 12, 2020 Almost 80% of your agents show up to work without knowing what’s expected of them. Too many business leaders see the contact center as a cost center, so developing and investing in agent performance falls off the radar. The less money you spend in the contact center, and the more … Continue reading How Managing and Coaching to Agent Performance Metrics Amplifies Your Call Center’s ROI →