This unit focuses on the best practices of coaching. It teaches the benefits of regularly scheduled coaching sessions, how to effectively communicate to ensure frontline staff understanding and buy-in, and the techniques for reinforcing desirable behaviors so they will be repeated in future customer interactions.
This unit also teaches three distinct techniques for call coaching, each approach adapting to the unique needs of each agent according to their level of performance as evaluated in the quality monitoring evaluation.
Students will learn:
In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.
After finishing the courses of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.
We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for The Art of Coaching below. If you apply for bulk pricing, please contact us to place your order.
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The The Art of Coaching course is designed by call center experts to provide a practical and engaging learning experience. Start today.