Advice from a Call Center Geek! - 10 Tips on Improving your Contact Center Coaching

10 Tips on Improving your Contact Center Coaching

07/29/21 • 18 min

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Advice from a Call Center Geek!

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Back to the basics of what you all love about the podcast! Let's talk about contact center coaching, how to improve it, have a plan for it, and improve our culture with it.
Proper coaching is the most underrated way to improve (or ruin) the culture of your contact center.
In this episode we talk about 10 Tips on Improving your Contact Center Coaching:
1. Praise Publicly But Coach Privately
2. Sandwich Negative Feedback with Positive Feedback
3. Be Specific
4. Tie Performance to Data
5. Have Your Agent Assess Themselves
6. Role Play
7. Discuss Roadblocks
8. Redefine KPI Goals
9. Understand Expectations
10. Remonitor
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Send us a text

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Previous Episode

The State of Conversational AI- A Discussion with Aktify CEO Kreg Peeler and CRO Craig Daly

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Conversational AI...a topic that confuses some and fascinates others.

In today's episode of "Advice from a Call Center Geek!", we have the opportunity to sit down with two industry leaders that are shaping how AI impacts customers and contact centers, especially contact centers that are sales and lead gen focused.

Aktify CEO Kreg Peeler and CRO Craig Daly, join us in a conversation tailored for those looking to learn where conversational AI is today, where it's going in the future, and some of the amazing use issues that Aktify is solving day in and day out through its use.
Very interesting discussion from two leaders that are shaping the power of what Conversational AI is and where it is going. JOIN US!

Check out Aktify here at Aktify.com
Follow CEO Kreg Peeler
Follow CRO Craig Daly
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Next Episode

8 Tips to Instantly Improve Your Customer Experience

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What Is Customer Service Experience?
"Customer service experience is the opinion your customer forms about the quality of the service you provide."

Blocking and tackling. Fundamentals. This is what makes us excel at things that are important to us. In this episode of "Advice from a Call Center Geek!" we take a look at 8 topics that can instantly and easily improve your organization's CX.
1. The Tone is the Message
2. Branding
3. Motivate
4. Technology and your associates
5. Customer Immersion
6. Fun!
7. Customer Journey Inspection
8. Appropriate Staffing ( I know, I know...easier said than done sometimes :)
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/