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Coaching


Will All of the Practicing Adults Please Raise Your Hands?

Thursday December 9th 2010 4pm Rated 2 2 Comments Management Manager Team Coaching Culture Training
For some of us that have been in this business for years (alright, over 20 years), it appears that some of our colleagues have become whinny children incapable of thinking about anyone but themselves. Where did all of the practicing adults go?
Complimentary

Three Steps for Attacking Adherence Problems

Tuesday January 24th 8am Rated 3 0 Comments Management Performance People Coaching
Ask a group of workforce management professionals about their biggest problem and a high percentage will tell you that it is schedule adherence. Enormous effort goes into forecasting workload, calculating staff requirements, and creating staff schedules. But all that hard work goes down the drain when the frontline staff don’t stick to the schedule plan.

Is Your Coaching Really Making a Difference?

Thursday January 5th 12pm Rated 3 0 Comments Agent Coaching
If you ask your supervisors if they are coaching their employees, of course all of them will resoundingly say, “Of course I am coaching!” Coaching is definitely an activity that can be wide open to many interpretations and needs more clarification in order to ensure that your leaders are all consistent in their coaching. Some leaders hand out stats and tell their employees they are doing a good job.
Complimentary

Quality Monitoring: Back to Basics

Tuesday August 24th 2010 2pm Rated 3 0 Comments Quality Performance Agent Coaching Employee Supervisor Vendors Contact Operations
Five QM practices that can help you to refocus your program on the fundamental goal: improving agent performance.
Complimentary

Employee Performance: Maximizing Average Performers

Monday August 30th 2010 3pm Rated 2 0 Comments Performance Employee Engagement People Coaching Motivation Career Development Skills
One size does not fit all when it comes to managing employee performance. Guidelines for developing your middle performers.
Complimentary

Deloitte Services

Wednesday August 25th 2010 10am Rated 2 0 Comments Survey Satisfaction Data Continuous Improvement Quality Agent Coaching Support Team Contact
Breaking the mold: A look at Deloitte Services’ journey to achieving distinctive service.
Complimentary

Employee Retention: Do you have what it takes?

Monday February 20th 12am Rated 1 0 Comments Coaching Continuous Improvement Employee Engagement Improvement Manager Motivation Retention Supervisor Training
In a tough economy, it may not seem like employee retention is a concern. What employers don’t realize is unhappy employees have a plan. The second the economy picks up or another position opens, your staff will flee and leave the company high and dry. It’s time to check-in with employees and see what it’s like to work at your company. Put yourself in their shoes. What is it like to work for you?
Complimentary

Keep Your Frontline All-Stars Productive

Thursday September 2nd 2010 1pm Rated 1 0 Comments Coaching Career Development Performance
Tips for avoiding the five biggest mistakes managers make when coaching high performers.

Coaching Frontline Leaders

Wednesday September 1st 2010 3pm Rated 1 0 Comments Coaching Leadership
The most critical success factor in agent performance is ongoing coaching for the supervisors who provide the frontline coaching.
Complimentary

Getting the Most from Your Quality Assurance Efforts

Thursday March 15th 9am Rated 0 0 Comments Quality Management Coaching
How many people do you have with the title of "Quality Assurance Specialist"? Regardless of how many people there are, the task of evaluating phone calls is an expensive effort that you allocate valuable resources for. Are you getting your money's worth from all of those calls you monitored and scored this month? Here is a checklist of the top four things to help make these efforts more efficient and provide you with more valuable data that will truly be useful to you and your organization.

Truly Exceptional Coaching: Escaping the Endless Cycle of Attrition and Poor Performance

Thursday September 29th 2011 8am Rated 0 0 Comments Coaching Strategy
Here’s the thing about coaching…anyone can execute the function. Anyone can make an employee go through the motions. Anyone can stand back to look upon mediocre results and proclaim a superior achievement. That’s what anyone can do.

Building Trust Through Relationship: The First Step to Effective Coaching

Tuesday September 20th 2011 11am Rated 0 0 Comments Management Coaching Training
I very well remember my first days as a call center employee way back in 1986. I hated it. I hated being assertive with customers who did not want what I had to offer. I hated the rejection I was receiving call after call. I hated the feeling of distress that came with the people around me making sales as I consistently fell short. Most of all, I hated the look of disappointment I perceived from my supervisors at the top of every hour.

The Relationship Between Quality Standards, Training & Quality Monitoring

Thursday March 31st 2011 11am Rated 0 0 Comments Coaching Call Monitoring Quality
At the recent Contact Center Association Conference & Expo there was a wonderful pre-conference class, “Quality Monitoring & Coaching in the Contact Center” that examined the importance of quality standards, training and monitoring. In this article we'll examine the more popular terms and the relationships among the triad of characteristics that form the foundation of a quality monitoring program.
Complimentary

Employee Performance: Focus on Your Superstars

Friday August 27th 2010 3pm Rated 0 0 Comments Management Performance Coaching Career
One size does not fit all when it comes to managing employee performance. Six strategies for inspiring and engaging your top performers.
Complimentary

Coaching Champions

Wednesday August 25th 2010 10am Rated 0 0 Comments Coaching Training Development KPI Performance Contact People
Coaching is your most important role as a leader. Four principles to ensure that you’re guiding your team to the championships.
Complimentary

Training and Coaching: A Partnership for Performance

Wednesday August 25th 2010 9am Rated 0 0 Comments Training Coaching Executive Morale Performance Contact Improvement Learning
Today’s call centers demand new, innovative and integrated approaches to training, coaching and learning.
Complimentary


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