Program: Quality Assurance

3. Basics of Coaching
Techniques for Shaping Call Behaviors

Most contact centers are in a constant state of change; hiring new staff, changing processes, or releasing new products or services. If these changes aren’t carefully monitored and managed, service can quickly become inconsistent. Effective coaching is an essential component in maintaining and improving the service you provide to your customers.

In this eight-part course, students will learn:

  • The steps for diagnosing call center performance.
  • The fundamentals of becoming a successful coach.
  • The conversational questioning technique and best practices for listening.
  • The difference between natural and created reinforcement.

Students will also have the opportunity to deliver feedback on three calls via engaging interactions, to reinforce, or correct, agent behaviors for each scenario.


8 modules 66 mins