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Back to the basics of what you all love about the podcast!  Let's talk about contact center coaching, how to improve it, have a plan for it, and improve our culture with it.

Proper coaching is the most underrated way to improve (or ruin) the culture of your contact center.

In this episode we talk about 10 Tips on Improving your Contact Center Coaching:
 
1. Praise Publicly But Coach Privately
2. Sandwich Negative Feedback with Positive Feedback
3. Be Specific
4. Tie Performance to Data
5. Have Your Agent Assess Themselves
6. Role Play
7. Discuss Roadblocks
8. Redefine KPI Goals
9. Understand Expectations
10. Remonitor

 Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel 

 Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. 

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. 

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. 

Click here:

expiviadigital.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel