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Coaching Guides & Tools

Call Center Coaching

The Comprehensive Guide to Improving Agent Performance

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Coaching Questions

In order to guide people to self-discovery and self-resolution, you have to get comfortable asking questions. Here are some sample questions to help you navigate the journey!
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Commitments for Change

For employees to act on coaching commitments, the coach has to help guide them to specific behavioral actions that will help drive the desired improvement.
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Coaching Top Performers

Top performers need a tailored approach when it comes to coaching. Here are tips for how to tailor different areas of your coaching conversation!
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Tele-Coaching

In the age of the remote worker, you need to do a few things differently when coaching over the phone as opposed to coaching in person!
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6 step performance coaching model

Master the six definitive steps for a successful one-on-one coaching session.
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4 types of behavior

We can break down behaviors, actions, into two categories – those we can see, and those we can hear. We can further break down how we experience each of these categories!
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conversation structure

Discover when to praise strengths, progress and effort. Learn when to address corrective opportunities!
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The Coaching Effectiveness Assessment

20 Questions that will show you if your coaches are effectively developing performance!
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Webinars

How to Supercharge Contact Center Agent Performance, Onsite & @Home

Watch this webinar, get a complimentary Coaching Bonus Pack and learn how to manage your people to deliver significantly more consistency, efficiency, and results. And you’ll learn how to Supercharge it.

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