Archived Presentation- How to Install a Coaching Culture that's High Performing and Customer Centric

How do you differentiate yourself from your competition? We all know the answer – by delivering excellent service to your customers.  The key is that one and only moment of truth, the interaction between your customer and your front line agent. Creating a WOW customer experience starts with an agent that is motivated, skilled and engaged to create that WOW, and behind every skilled agent is a skilled coach.

Creating skilled agents can only be accomplished through the implementation of a coaching culture. If you are a Contact Centre Executive, Manager or Supervisor and are interested in reducing your escalations, increasing your agent’s productivity and reducing your turnover, then this is the session for you!

Our presenter is Afshan Bye, a Partner in SwitchGear Consulting works with her two partners to make organizations successful by creating a coaching culture. She will share with you the Roadmap to Success including the pitfalls to avoid and the results the process has delivered in other organizations. Learn through a real life case study:

• Where you are in your Coaching Culture compared to World Class organizations
• What steps you need to take to get to “World Class”
• How you get your Team Managers to coach every day
• The Change Management issues and how to manage them
• Top Ten Key Learnings

Afshan Bye has 20 years of contact centre management experience in a variety of sectors including the financial services, airline, direct marketing, telecommunications and e-commerce industries.  Join us April 24th and learn how you and your team can make a difference in a relatively short period of time!