Effective Call Center Coaching Skills
Effective Call Center Coaching Tips for Leaders & Supervisors
Here at BPA Quality, we’re all about empowering people. We believe your Team Leaders and Supervisors hold the keys to skyrocketing team performance and pushing your contact center KPIs to new heights.
The journey to achieving Outstanding Quality isn’t always a straightforward one.
Tips to Try: Coaching Reflection Sample Questions
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- How well PREPARED was I for the session?
- How CLEAR was I on the objectives of the session?
- How SUCCESSFUL were the techniques I used?
- What verbal and non-verbal CUES did I pick up from the agent?
- On a scale of 1 – 10, how EFFECTIVE was I as a coach overall?
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Check out our customized contact center coaching training options.
Read more on Contact Center Coaching & Training
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Agent Coaching – Why and How to Make it Effective
Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.
Call Center Lessons on Leadership
Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied.
Coaching the contact center – The art of conversation: Part Three
In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.
Customer Service Empathy Training to effectively support vulnerable customers
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
How to improve Call Center Agent Performance
Special Interest Group: Exploring Empathy
Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.
The human element of a contact center
The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.