Effective Call Center Coaching Skills

call center coaching skills


Effective Call Center Coaching Skills for Leaders & Supervisors

effective call center coaching, contact center coaching, leadership skills through coaching, best tips for coaching

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: Contact Center Coaching Skills Sample Questions

          • 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?

Check out our customized contact center coaching training options.

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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.


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Empathy as a coachable Emotional Intelligence competence

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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.


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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.


Are you ready to make all your customer experiences excellent? So are we.

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