Onsite Coach the Coach

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Business Issue - Observation and coaching on the part of managers are necessary to consistently elevate the skills and knowledge of contact center representatives. Training in coaching techniques gives managers the framework to conduct powerful coaching sessions that bring out the best in the staff, help to close gaps in performance, and sustain proactive behaviors for the long term. To supplement their coaching training and maximize their observation and coaching effectiveness, managers must be coached on their coaching performance.

Omega Performance’s Solution - Omega Performance’s Onsite Coach the Coach enhances the skills managers learn in Coaching For Results-Contact Center by providing onsite coaching observations and balanced feedback. Omega Performance consultants work with contact center managers to strengthen their coaching abilities by:

Monitoring calls to guarantee consistency in evaluation

Observing live observation coaching sessions, providing balanced feedback, and partnering to create substantive action plans

Reviewing balanced scorecard criteria

Observing live results coaching sessions, providing balanced feedback, and partnering to create substantive action plans

The length of the engagement depends upon the number of participating contact center managers.

What Is Included

A significant component of Onsite Coach the Coach is the review of live observation and results coaching activities. This can be accomplished through a consultant’s actual presence in the coaching room or conference call attendance from an adjacent facility. Subsequent to each coaching session, balanced feedback is provided and an action plan for future activities is developed by the manager and consultant.

Results You Can Expect

More efficient and effective contact center managers
Improved dialogue between managers and contact center representatives
Increased sales and service results
Improved customer satisfaction and retention

Who Should Be Trained

Onsite Coach the Coach is for the contact center management team responsible for coaching representatives’ behaviors on calls and corresponding results.

Prerequisites

Omega Performance’s Coaching For Results-Contact Center.