Workshop Goals

  • Analyze Impact of Coaching on Key Measures
  • Define Leadership, Power and Influence
  • Describe Principles that Drive Motivation
  • Self-assess Leadership Behaviors
  • Recognize Rights and Responsibilities
  • Evaluate and Calibrate Call Quality
  • Coach to Different Behavior Styles
  • Recognize and Handle Push Back
  • Use 8 Steps to Effectively Coach
  • Develop a Plan for Continued Success

Course Content

  • MODULE 1 First Things First – Why Coach?
  • MODULE 2 The Effective Leader
  • MODULE 3 Steps to Successful Coaching
  • MODULE 4 Evaluate Call Quality and Coaching Exercise
  • MODULE 5 Commit to Success

1 – First Things First – Why Coach? – Day 1

  • Define Customer Loyalty and the Brand Promise
  • Why Coach? Identify the Benefits of and Obstacles to Coaching
  • Analyze/Recognize the Impact of Coaching on Key Performance Measurements (KPIs)

2 – The Effective Leader – Day 1

  • Recognize the importance of the supervisor/agent relationship as satisfier/dissatisfier
  • Define leadership and sources of personal and positional power/influence
  • Describe the 10 inter-related principles that drive motivation
  • Self-Assessment Leadership Traits/skills

3 – Steps to Successful Coaching – Day 1-2

  • Explain the 5 Steps to a Successful Call Quality Evaluation and Coaching Program
  • Evaluate Call Quality Standards – Standards by Call Type
  • Recognize Rights and Responsibilities – Responsibility to vs for Others
  • Care for the Agent – Coach to Behavior Styles
  • Use Effective Feedback Skills
  • Use 8-Steps to an Effective Coaching Session
  • Prepare the “Preparing to Coach Checklist”
  • Recognize and Agent Handle Pushback – Exercise
  • Practice Coaching Exercise and Coach the Coach

4 – Evaluate Call Quality and Coaching Exercise – Day 3-4

  • Use Effective Feedback Skills and the 8-Steps to Evaluation Calls and Coach Call Quality during a Coaching Simulation Exercise

5 – Commit to Success

  • Develop A Plan For Continued Success