Back to the basics of what you all love about the podcast! Let's talk about contact center coaching, how to improve it, have a plan for it, and improve our culture with it.
Proper coaching is the most underrated way to improve (or ruin) the culture of your contact center.
In this episode we talk about 10 Tips on Improving your Contact Center Coaching:
1. Praise Publicly But Coach Privately
2. Sandwich Negative Feedback with Positive Feedback
3. Be Specific
4. Tie Performance to Data
5. Have Your Agent Assess Themselves
6. Role Play
7. Discuss Roadblocks
8. Redefine KPI Goals
9. Understand Expectations
10. Remonitor
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel