Giving feedback to agents via coaching is among the highest impact means to achieve organizational goals. Coaching goes hand in hand with the practice of performance measurement and is one of the most critical functions of the contact center manager and agent supervisor. Yet, agent coaching is an an underutilized tool in many contact centers. Although most managers and supervisors recognize the value coaching brings, and while some have developed initiatives and tools to drive coaching, they often struggle with how to actually deliver coaching and how to increase its effectiveness. At this meeting, contact center performance consultant and author Barbara Burke will present strategies, techniques, and tips for improving coaching effectiveness, and member company American Family Insurance will share an overview of their agent coaching methodology. Following the presentations, a facilitated discussion will focus on the coaching experiences of the other Consortium member companies in attendance, including the issues involved and strategies employed for addressing them.

Who Should Attend:

Senior customer service or contact center managers, agent supervisors, and contact center decision-makers.