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Are you struggling with coaching your call center agents effectively? Join us as we explore five popular coaching methods and share personal experiences on how to structure agent coaching sessions for maximum results. With insights on the GROW method, the Oscar method, and more, you'll learn how to help your agents take control of their calls and elevate their performance.

This episode is packed with valuable discussions on various coaching models, including the GROW, OSKAR, COACH, CLEAR, and STEPPPA models. We delve into the importance of setting achievable goals, examining the reality of the situation, and creating a plan of action. Alongside this, we emphasize the significance of role playing and having a non-confrontational back and forth with the agent to enhance their training.

1. GROW Model: The GROW Model stands for Goal, Reality, Options, and Will. It's a simple yet powerful framework for structuring coaching conversations. The coach helps the agent to define a clear Goal, understand the current Reality, explore various Options, and finally commit to a course of action (Will).
2. OSKAR Model: OSKAR stands for Outcome, Scaling, Know-How, Affirm and Action, and Review. It's a solution-focused model of coaching. The emphasis is on what is working well and how to do more of it, rather than focusing on problems.
3. COACH Model: This model stands for Connect, Outcome, Awareness, Course, and Highlight. It emphasizes building a connection, setting clear outcomes, creating awareness, choosing a course of action, and highlighting what was learned.
4. CLEAR Model: The CLEAR Model stands for Contracting, Listening, Exploring, Action, and Review. It starts with contracting or setting the terms of engagement, followed by listening and exploring to understand the current situation, and then moves to action and review.
5. STEPPPA Model: STEPPPA stands for Subject, Target, Emotion, Perception, Plan, Pace, and Action. This model is particularly useful in helping individuals with goal setting and taking action to achieve their objectives.

 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. 

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