Presented By: Roger Lee, Director of Consulting Services, Autonomy etalk
On Demand: Live Date May 2008
Coaching and motivation are two key components for developing contact center employees and ultimately enhancing customer satisfaction and loyalty. In this webinar, Roger Lee discusses ways to maximize contact center resources and technology in order to develop an effective coaching program that instills confidence in your employees and fosters continuous performance improvement for coaches and agents. Roger also addresses strategies for developing consistent performance assessments, optimizing one-on-one coaching sessions, and communicating effectively with your agents. You will take away from this webinar:
• The necessary competencies to be an effective coach
• Three components of an effective coaching model
o Motivation
o Measure
o Recognize and reward
• The difference between being a coach and a mentor
• Successful coaching methods used by leading organizations