Envision | Performance Coaching: The Missing Link to Agent Effectiveness

Did you know that companies who have implemented coaching programs are 50% more likely to have lower turnover, achieve 27% greater profitability and have 56% higher customer loyalty? Join Connie Smith, President of Spot On Enterprises to learn more

Coaching has become one of the most important drivers of agent effectiveness within the contact center yet many have not allocated the time or resource to develop and implement a well thought out program. An effective coaching program is not as simple as selecting someone to conduct side-by-side sessions to discuss "done well's" and "do betters." There is much more to it then that. A coaching program should be a daily routine that is welcomed by all and is integrated into the lifecycle of your contact center. You've developed a training program, implemented a quality monitoring program, now it's time for you to focus on the missing link to agent effectiveness, a coaching program.

At this session you will learn:

• What guiding principles every coaching program must possess
• How to turn coaching sessions from statistical transactions into interactions
• How to identify the root reason for a skill deficiency
• How to get your employees to take ownership and engage in the coaching process
• Why random evaluation and coaching is out and targeted skill honing is in!

Registration is required to view this event. Please register below.