QATC Web Seminar — Fundamentals of Performance Coaching: Helping Staff Achieve Better Results

Part 3 of our 3-Part Coaching Series

Date:  Wednesday, May 21
Time:  10:00-11 am CT

Fundamentals of Performance Coaching:  Helping Staff Achieve Better Results

Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. In this session you’ll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback.  You’ll also learn about techniques to use in counseling and formal review sessions.  Perfect for call center supervisors or team leaders, this session outlines the step-by-step approach to coach problem employees as well as reward good performers.   The session also provides several useful tools to use in planning and conducting a coaching or counseling session.

Seminar attendees will learn to:

• Identify the differences between monitoring/coaching and coaching/counseling and when to use each.
• Describe “best practices” to use in side-by-side coaching.
• Identify tips on presenting both positive and negative feedback.
• Outline the steps of applying various feedback methods and when to use each.
• Identify the steps of a positive discipline plan.

Click here to register:  https://swpp.webex.com/weblink/register/r0a8744c03f27176ca3132564653618f4