---
title: The Art of Coaching | The Call Center School
description: This self-paced e-learning teaches how to become a successful coach in a contact or call center. Start today!
---

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# The Art of Coaching

A key component to successful contact center management is effective coaching. This course is designed for those new to coaching, as well as those who are more experienced and want to brush up on their skills.

- Supervision
- 55 min

**

 705 graduates

![the-art-of-coaching.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the-art-of-coaching.png)

# What Learners will learn

- Distinguish between monitoring/coaching and coaching/counseling
- Identify the best practices to use in side-by-side coaching
- Articulate ways to present both positive and negative feedback
- Apply various feedback methods and when to use each
- List the steps of a positive discipline plan

## Who should take this?

- Anyone that manages and supports frontline staff in a contact center
- Supervisors, team leaders, team managers, coaches, and call center managers

## Course Outline

- Introduction to Coaching
- Basic Coaching Principles
- Reinforcement Strategies
- Counseling for Improved Performance
- Coaching Scenarios - Practical Exercise
- Final Exam

## Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The **The Art of Coaching** course is designed by call center experts to provide a practical and engaging learning experience. Start today.