Join us for a Webinar on September 14

Space is limited.
Reserve your Webinar seat now at:
https://www3.gotomeeting.com/register/839154086

After registering you will receive a confirmation email containing information about joining the Webinar.
Registration fee - $69

Coaching can produce powerful results for your employees and your team. Coaching is a supportive, ongoing partnership that empowers others to achieve far more than they could on their own. Coaching gives employees support, encouragement and information so that they can solve problems, make decisions, and tackle challenges.

In this webinar, you will learn how to effectively coach your employees. We will discuss:
• What coaching is and isn’t
• Coaching triggers – how to identify coaching opportunities
• Five coaching basics
• How to use questioning and listening to effectively coach others
• A five-step process for coaching successfully
• The USED model – how to use coaching as a training tool
• Behaviors that help build a coaching environment

Coaching is an alternative to the old style of managing. Learn how to be successful by helping others succeed – register now!

Upon registering below, you will be transferred to a payment site. This transfer could take up to ten seconds. Upon paying with a credit card, you will receive a confirmation email containing information about joining the webinar.

Registration fee: $69
Title: The Manager's Guide to Coaching
Date: Wednesday, September 14, 2011
Time: 1:00 PM - 2:00 PM EDT
System Requirements
PC-based attendees
Required: Windows® 7, Vista, XP or 2003 Server

Macintosh®-based attendees
Required: Mac OS® X 10.5 or newer

As competition heats up in the marketplace for talent, contact centers must find a way to retain the top talent or “crème de la crème” of their staff. It is not uncommon for rival firms to poach or entice your top talent to come work with them. "Coaching" isn't a category all by itself in a contact center. Instead, it's more helpful to think of coaching as a skill like leadership in which you learn more about yourself, your teams and your organization as you evolve. It is not for the faint of heart, this is not for everyone. Attrition and Replacement Costs like Unnecessary repeat calls mean millions of wasted dollars on up to 25% of your operating budget. The resulting low customer satisfaction and lost sales opportunities cost you even more. Focusing on meaningful metrics like Call Quality (QA), First Call Resolution (FCR) and Handling Time (AHT) provides a balanced view of your contact center’s overall performance. Scorecards, daily ACD metrics or surveys can’t give guidance on which agent to coach or which processes to fix.

When customers have a bad experience, they defect to your competitors. It’s that simple. The same holds true for good agents who leave for greener pastures. Organizations continue to struggle with defining a good experience, balancing quality with cost of service, calibrating customer satisfaction, and identifying the root causes of customer dissatisfaction. To retain your best customers today, you need a bird’s-eye view of the customer experience to highlight the gaps across service channels. You need to drill down to details to identify the drivers of low satisfaction. You need to optimize agent-customer interactions in real time. You know that agent inefficiencies and mistakes drive up your operating costs. Every call represents an opportunity to get it right the first time, serve customers quickly and effectively, and increase agent engagement. But to get the most from every agent, you need to know exactly where they are struggling.

You need to know the specific agent behaviors which are driving poor results. You need to spend more time coaching and less time searching for superstar agents. If you feel that investing in coaching and creating an enjoyable working environment for your staff is not part of the job today, then think again. Research has shown that high performance contact centers outperform and outfox their competitors because they have an effective Coaching and Quality program in place. The environment that is created as a result of having qualified and trained supervisors means the difference between winning and losing staff and customers. In this seminar course participants will learn the basics of Coaching for High Performance and how it can be used in your Contact Centre Operations.
You will learn:

a) People Management, how to differentiate peak performers from weak performers

b) Time Management, how to focus on the worthy that yields maximum throughput

c) Cost Management, how to do a ROI and track financial performance of teams

The basic concepts of Lean Six Sigma and “Coaching for Success” are reviewed in detail to solicit buy-in and unleash the potential customer service talents lying dormant in your agents.

The course will also focus on the outliers and low performers who are not motivated or are a poor fit within your organization. Tactical and strategic tips are shared as well on how to curb chronic absenteeism and turnover

Who Should Attend?

This course is for team leaders and supervisors who run and manage a team of contact centre agents
 

“Let us be about setting high standards for life, love, creativity, and wisdom. If our expectations in these areas are low, we are not likely to experience wellness. Setting high standards makes every day and every decade worth looking forward to.” - Greg Anderson

What value do you place on wellness?

He forgives all my sins and heals all my diseases. (Psa. 103:3; NLT)

Title: UNCOMMON Wellness Coaching - An Overview
Date/Time: Wednesday, April 1, 2009, Noon EST (5 pm U.K.)
Host: Randy Peck, M.D.
Guest Panelists: Jerry Graham (Ph.D.), Sharon Graham (R.N.)
Cost: FREE Webinar

CLICK HERE to register NOW for this life-changing webinar. Seating is limited.
https://www2.gotomeeting.com/register/682891288

We’re finally going to do it!!! This is the first public announcement of our new e-book and seven-part webinar series on one of our most impassioned topics — wellness!

Bottom line, Jerry Graham (Ph.D.), Sharon Graham (who is a RN), and I (a medical doctor) have teamed up and will be conducting an interview-style weekly webinar to lead you through the six major factors that determine a person’s wellness. The three of us are so excited to finally be doing this. We’ve been talking about doing something like this for almost two years and we’re finally about to give birth to the idea. The big day and time is Wednesday, April 1, at high noon EDT. Put it on your calendar and reserve the hour.

Wellness! What’s all this fuss about wellness? What is wellness anyway? If I’m not sick, I’m well, right? What’s the big deal?

CLICK HERE to register NOW for this life-changing webinar. Seating is limited.
https://www2.gotomeeting.com/register/682891288