Presented By: Deelee Freeman, The Call Center School
On Demand Date: September 2011
Coaching places specific attention on an agent’s behavior with the goal of improving areas that contribute to both efficiency and improved customer experience. As a contact center manager, one of your essential job responsibilities is to understand how your staff manages interactions with customers and provide immediate feedback on what is working and what needs attention. Hear methods for pinpointing skill gaps affecting service levels, enabling effective coaching and training plans that help you deliver accurate and individual feedback that is far more actionable.
In this session you learn to:
• Apply a comprehensive approach to managing frontline agent competencies
• Follow a six step performance coaching process that will impact agent performance
• Apply communication techniques that lead to successful coaching sessions
• Improve frontline performance with agent-specific training
About the Presenter:
Deelee Freeman, The Call Center School
Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 20 years. As a business consultant for an Atlanta-based quality monitoring software company she worked with senior operations management, contact center management and quality assurance analysts of Fortune 500 companies, helping them improve contact center operations, quality monitoring & coaching processes and performance analysis. She has worked with call centers on improving customer service, business processes, implementing technology, improving sales and skill development in all levels in call center organizations, from front-line agent to senior management.
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