Blog

Ongoing Contact Center Training - The Key to Mastery

How do I gain mastery? Have you ever asked yourself this question when thinking about your job? Especially when one is new to a particular area, we all wish to acquire all the necessary skills as quickly as possible. However, gaining mastery is not something that you achieve overnight. Instead, it is about learning and practicing, over and over again, for months and often years.

Think of a pianist. In order to become highly skilled in playing the piano, ongoing training and practice are fundamental. Proper initial training, that teaches the basic techniques of piano playing, is important, but it is far from sufficient to master the instrument. A good pianist trains regularly and practices each new piano piece many times before presenting it to an audience.

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5 Simple Ways to Ensure the Effectiveness of Coaching

From elevated productivity to increased morale, better performance, and heightened engagement, the benefits of successful call center coaching are plentiful. And yet, coaching in contact centers is often times executed ineffectively or neglected.

In this article, we’ll outline 5 principle elements of coaching success to help make coaching in your contact center more effective. We’ll start with building trust and credibility and I’ll provide you with guidelines for when you should be training and alternatively, when you should be coaching. We’ll emphasize the positive impact of involving the agent in the coaching process and provide you with techniques in order to do so more constructively. We’ll remind you that coaching needs to be regularly prioritized in order to be most effective and that coaching to celebrate is just as important as coaching to correct.

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