OTTAWA REGIONAL CONTACT CENTRE ASSOCIATION

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Coaching Forum

  • 2015-11-25
  • 9:00 AM - 11:00 AM
">ORCCA Event Banner Ottawa Regional Contact Centre Association Presents:

2015 Coaching Forum

Occurred on November 25, 2015 Download the presentation HBR Article - Stop Delighting the Customer Thank you Jane Finn and Deborah Morden from Contact Strategies for joining us and putting on a great presentation. What matters in the moment? We measure, we monitor but how do we motivate our employees to consistently deliver a quality customer experience? A good coach is a catalyst for change; someone who sparks others into action. In the end, success often comes down to the effectiveness of one-on-one coaching. Are you taking advantage of the opportunity to listen to calls with your staff in order to:
  • Clarify expectations
  • Enhance job knowledge
  • Support skills development
  • Develop solutions
  • Increase autonomy
  • Improve decision-making capabilities
In this highly interactive session, we’ll deconstruct real calls to demonstrate how you can easily leverage call recordings to support targeted coaching. We will:
  • Identify observable behaviours and trends
  • Determine what’s working and what’s not
  • Develop a framework for sharing observations and encouraging discussion
  • Practice delivering objective feedback
  • Utilize the customer’s responses to support skills enhancement






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