Call Coaching: Techniques for Shaping Call Techniques (Web Seminar):

This 90-minute web seminar outlines best practices for making the most of call coaching opportunities. Students will learn how to deliver feedback that impacts call performance, as well as learn techniques to celebrate, clarify, or correct call behaviors.

Dates: May 31, October 4

Call center supervisors and quality coaches have multiple opportunities in a variety of settings and situations to communicate with staff about their call-handling performance. In this session, you’ll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. You’ll also learn about techniques to use in counseling and formal review sessions. Hear about the distinctions needed between call coaching and more general performance coaching.
Seminar attendees will learn to:

- Identify the differences between monitoring/coaching and coaching/counseling and when to use each.
- Describe “best practices” to use in side-by-side coaching, including tips on presenting both positive/negative feedback.
- Outline the steps of applying various feedback methods and when to use each.
- Assemble a call coaching session planning guide.
- Identify coaching techniques to correct call techniques as well as to celebrate call success.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
05/31/2012 01:00 PM
10/04/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122