High Performance Coaching Webinar Series “Unleashing the Human Potential Within” How to Boost Agents Performance

High Performance Coaching Webinar Series


As competition heats up in the marketplace for talent, contact centers must find a way to retain the top talent or “crème de la crème” of their staff. It is not uncommon for rival firms to poach or entice your top talent to come work with them. “Coaching” isn’t a category all by itself in a contact center. Instead, it’s more helpful to think of coaching as a skill like leadership in which you learn more about yourself, your teams and your organization as you evolve. It is not for the faint of heart, this is not for everyone. Attrition and Replacement Costs like Unnecessary repeat calls mean millions of wasted dollars on up to 25% of your operating budget. The resulting low customer satisfaction and lost sales opportunities cost you even more. Focusing on meaningful metrics like Call Quality (QA), First Call Resolution (FCR) and Handling Time (AHT) provides a balanced view of your contact center’s overall performance. Scorecards, daily ACD metrics or surveys can’t give guidance on which agent to coach or which processes to fix.

When customers have a bad experience, they defect to your competitors. It’s that simple. The same holds true for good agents who leave for greener pastures. Organizations continue to struggle with defining a good experience, balancing quality with cost of service, calibrating customer satisfaction, and identifying the root causes of customer dissatisfaction. To retain your best customers today, you need a bird’s-eye view of the customer experience to highlight the gaps across service channels. You need to drill down to details to identify the drivers of low satisfaction. You need to optimize agent-customer interactions in real time. You know that agent inefficiencies and mistakes drive up your operating costs. Every call represents an opportunity to get it right the first time, serve customers quickly and effectively, and increase agent engagement. But to get the most from every agent, you need to know exactly where they are struggling.

You need to know the specific agent behaviors which are driving poor results. You need to spend more time coaching and less time searching for superstar agents. If you feel that investing in coaching and creating an enjoyable working environment for your staff is not part of the job today, then think again. Research has shown that high performance contact centers outperform and outfox their competitors because they have an effective Coaching and Quality program in place. The environment that is created as a result of having qualified and trained supervisors means the difference between winning and losing staff and customers. In this seminar course participants will learn the basics of Coaching for High Performance and how it can be used in your Contact Centre Operations.

You will learn:

a) People Management, how to differentiate peak performers from weak performers

b) Time Management, how to focus on the worthy that yields maximum throughput

c) Cost Management, how to do a ROI and track financial performance of teams

The basic concepts of Lean Six Sigma and “Coaching for Success” are reviewed in detail to solicit buy-in and unleash the potential customer service talents lying dormant in your agents.

The course will also focus on the outliers and low performers who are not motivated or are a poor fit within your organization. Tactical and strategic tips are shared as well on how to curb chronic absenteeism and turnover

Who Should Attend?

This course is for team leaders and supervisors who run and manage a team of contact centre agents

Mohan N. Nair
MBA, Lean Six Sigma Black Belt

Mohan has been involved with the services industry for the past 15 years with cutting edge and innovative companies like Microsoft Canada, United Parcel Service and the Canadian Imperial Bank of Commerce (CIBC). He was most recently the Director of Customer Delight Programs at Lenovo Services Asia Pacific. Prior to that, he was the VP of Shared Services for HSBC Global Resourcing located in Asia.

Mohan is a graduate from the University of Southern Queensland and holds a Master of Business Administration. He is a Certified Lean Six Sigma Black Belt holder and is passionate about continuous improvement and innovation strategies within contact centres using human capital and technology as key levers in the new economy.

He has delivered keynote speeches to audiences on the unique strengths and benefits of contact centres within an organization. His key messages touch on the knowledge and understanding of the three pillars of services; people, processes and technology.

Ad Reference ID: 2594c85aad7c0504

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