| coaching questions for call center agents: Narrative Coaching David B. Drake, 2015-06-01 This is the definitive book by the founder of the field of narrative coaching. It includes the core theoretical foundations, key principles and central practices that make up this unique body of work. Narrative coaching is recognized internationally as a distinct approach and is included in most major coaching anthologies. The author has written over 40 publications on narratives and coaching and is recognized as a thought leader in this profession. |
| coaching questions for call center agents: Call Centre Training and Development Laurence Carter, 2012-12-19 The training and development team of an international call centre enterprise is faced with the challenge of creating a global workforce, dedicated to excellent customer service, and high quality operational results that drive business performance. High standards for employee performance must be nurtured in the organisation. The training and development team is responsible for producing and delivering training that can be effectively utilized in different global operational environments, with individuals of different cultural backgrounds. The goal is to train call centre employees who attain the same levels of productivity, quality and compliance across the global organisation. Training initiatives should be developed for effective use throughout the organisation, and should be able to generate the same level of competencies in workforce employees regardless of their location. In a highly competitive market for global call centre operations, training and development teams should be at the forefront of the planning and execution of training programs that generate excellent business results, while ensuring learning transfer in an enriching learning environment. This book is dedicated to reviewing aspects of call centre training and development to showcase what it takes to create a world class, productive and successful call centre training and development program. |
| coaching questions for call center agents: Call Centers For Dummies Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson, 2010-05-11 Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line. |
| coaching questions for call center agents: The Positive Coach Approach Sally Cordova, Judy McKee, 2007-02-06 ThePositive Coach Approach is truly unique in that it provides a clearly charted course of action. Its a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. This book is a teaching guide that will lead you through what to do, why to do it, and how to do it. This method of coaching eliminates: - Stress on coaches and agents - The need for constructive criticism The Positive Coach Approach is: -A proven way to get more and better results - A kinderapproach to performance improvement |
| coaching questions for call center agents: Eight Minutes Idle Matt Thorne, 1999 When his father gets knocked over in a car accident, Dan is forced to economise, give up the bedsit the two of them share and secretly move into the call centre where he works. He takes with him a Ginger Tom called John and the telephone numbers of seven women. Soon, the boundaries between Dan's life and work dissolve completely, and, if weren't for the secrecy, his twenty-four hour residency at the call centre would mark him out as the perfect employee. EIGHT MINUTES IDLE focuses on the flip side of office existence, examining the strange things that can happen to the human brain after one too many hours in front of a terminal. It also explains how to turn your workplace into a dating agency, why it's a bad idea to sleep with your boss and exactly what's going on at the other end of the phone while you're left waiting on hold. Bold, sexy and constantly inventive, EIGHT MINUTES IDLE is an addictive, urbane treat. |
| coaching questions for call center agents: Gower Handbook of Call and Contact Centre Management Natalie Calvert, 2017-05-15 Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future. |
| coaching questions for call center agents: Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions Annette Lewis, Joe McDermott, 2006 This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities) |
| coaching questions for call center agents: It's the Manager Jim Clifton, Jim Harter, 2019-05-07 Who will lead your workforce during rapid change? Gallup research reveals: It’s the manager. While the world’s workplace has been going through historic change, the practice of management has been stuck in time for decades. The new workforce — especially younger generations — wants their work to have deep mission and purpose. They don’t want old-style command-and-control bosses. They want coaches who inspire them, communicate with them frequently and develop their strengths. Who is the most important person in your organization to lead your teams through these changes? Decades of global Gallup research reveal: It’s your managers. They are the ones who make or break your organization’s success. Packed with 52 discoveries from Gallup’s largest study of the future of work, It’s the Manager shows leaders and managers how to adapt their organizations to rapid change — from new workplace demands to the challenges of managing remote employees, the rise of artificial intelligence, gig workers, and attracting and keeping today’s best employees. Great managers maximize the potential of every team member and drive your organization’s growth. And they give every one of your employees what they want most: a great job and a great life. This is the future of work. It’s the Manager includes a unique code to take the CliftonStrengths assessment, which reveals your top five strengths, as well as supplemental content available on Gallup’s online workplace platform. |
| coaching questions for call center agents: Interview Questions and Answers Richard McMunn, 2013-05 |
| coaching questions for call center agents: Call Centre Work Christian Dormann, Fred Zijlstra, 2004 This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification. |
| coaching questions for call center agents: Coaching for the Future Janice Caplan, 2003 Coaching has surged in popularity in recent years, gaining acceptance as a high-impact tool for executive development, and is finding broader and farther-reaching business applications. Increasingly, coaching is seen as the strategic solution for the key business issues - managing the knowledge embedded in the organisation, ensuring the continuous development of that knowledge and managing the knowledge worker. These are critical to competitive success, regardless of whether your organisation is a commercial, not-for-profit or government agency. Janice Caplan has drawn on a wealth of experience to deliver this definitive title, through the use of practical tools and techniques, fully supported by a wealth of case studies from leading organisations in every field, including call centres, television news reporting, the arts world, and a number of public and private sector organisations. |
| coaching questions for call center agents: Designing the Best Call Center for Your Business Brendan Read, 2005-01-02 Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f |
| coaching questions for call center agents: The Call Center Handbook Keith Dawson, 2003-11-20 Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im |
| coaching questions for call center agents: Advice from a Call Center Geek Thomas Laird, 2018-08-21 Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the right associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center. |
| coaching questions for call center agents: International Employment Relations Review , 2003 |
| coaching questions for call center agents: Winning with the Caller from Hell Shaun Belding, 2006-05-28 Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers. |
| coaching questions for call center agents: Organizational Coaching Virginia Bianco-Mathis, Cynthia Roman, Lisa Nabors, 2008-05-01 Written by a team of three behavioral practitioners, Organizational Coaching is based on the best practices of a wide range of private sector, government, and not-for-profit organizations. The authors provide a complete systems approach to enable any workplace learning professional to develop an integrated coaching model. Within the book's pages, you’ll find a thorough background in coaching theory combined with organizational and adult learning theory; a full range of tools to help you design and implement a coaching program; and an outline of a fluid coaching process for gathering supporting data, developing goals, establishing relationships, and moving toward tangible results. This book provides practically everything you need, including templates, charts and diagrams, sample scripts, questionnaires, tips and advice, checklists, assessments, case studies, ethical guidelines, and sample coaching agreements. With this book as a roadmap, you’ll be able to develop a holistic coaching model and adapt it to the ever-changing needs of your organization over time. |
| coaching questions for call center agents: Customer Experience Management in the Caribbean Leslie-Ann Jordan, Anne Crick, 2024-09-18 Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends. Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond. |
| coaching questions for call center agents: The Theory and Practice of Online Learning Terry Anderson, 2008 Neither an academic tome nor a prescriptive 'how to' guide, The Theory and Practice of Online Learning is an illuminating collection of essays by practitioners and scholars active in the complex field of distance education. Distance education has evolved significantly in its 150 years of existence. For most of this time, it was an individual pursuit defined by infrequent postal communication. But recently, three more developmental generations have emerged, supported by television and radio, teleconferencing, and computer conferencing. The early 21st century has produced a fifth generation, based on autonomous agents and intelligent, database-assisted learning, that has been referred to as Web 2.0. The second edition of The Theory and Practice of Online Learning features updates in each chapter, plus four new chapters on current distance education issues such as connectivism and social software innovations.--BOOK JACKET. |
| coaching questions for call center agents: The Language of Outsourced Call Centers Eric Friginal, 2009 The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse. |
| coaching questions for call center agents: Industrial Engineering and Applications L.-C. Tang, 2023-08-09 The field of industrial engineering (IE) has a very wide scope, from production processes and automation to supply chain management, but the scope of IE techniques has expanded beyond the traditional domains of application, and is now relevant to areas that matter most to society at large. This book presents the proceedings of ICIEA 2023, the 10th International Conference on Industrial Engineering and Applications, held in Phuket, Thailand, from 4 to 6 April 2023. The conference was conducted in hybrid mode, with close to 100 delegates attending in person and about 50 participants attending online. A total of 272 submissions were received for the conference, of which 120 were accepted for presentation with 83 of those published here as full papers. These papers cover a wide range of topics within the scope of industrial and systems engineering, including but not limited to: supply chain and logistics; quality and reliability; advanced manufacturing; and production scheduling to ergonomics and man-machine systems interfaces. In particular, a significant number of papers are devoted to machine learning techniques and applications beyond the traditional manufacturing sector, to include healthcare, sustainability assessment, and other social issues. Offering an overview of recent research and novel applications, the book will be of interest to all those whose work involves the application of industrial engineering techniques. |
| coaching questions for call center agents: Customer Service For Dummies Karen Leland, Keith Bailey, 2011-03-03 Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent. |
| coaching questions for call center agents: Re-organising Service Work: Call Centres in Germany and Britain Karen A. Shire, Ursula Holtgrewe, Christian Kerst, 2017-09-29 This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy. |
| coaching questions for call center agents: An Introduction to Existential Coaching Yannick Jacob, 2019-03-13 In An Introduction to Existential Coaching Yannick Jacob provides an accessible and practical overview of existential thought and its value for coaches and clients. Jacob begins with an introduction to coaching as a powerful tool for change, growth, understanding and transformation before exploring existential philosophy and how it may be integrated into coaching practice. The book goes on to examine key themes in existentialism and how they show up in the coaching space, including practical models as well as their application to organisations and leadership. Jacob concludes by evaluating ethical dimensions of working existentially and offers guidance on how to establish an existential coaching practice, including how to gain clients and build relationships with strategic partners. With reflective questions, exercises, interventions and activities throughout, An Introduction to Existential Coaching will be invaluable for anyone wanting to live and work at greater depth or to succeed as an existential coach. Accessibly written and with a wide selection of references and resources, An Introduction to Existential Coaching is a vital guide for coaches in training as well as an inspiring addition to the repertoir of experienced practitioners. It serves academics and students to understand existential philosophy and allows professionals with coaching responsibilities to access more meaningful conversations. |
| coaching questions for call center agents: Undress for Success Kate Lister, Tom Harnish, 2009-04-01 This book is for the bummed out, burned out, and stressed out professional, stay-at-home parent, or retiring boomer who dreams of a home-based job or business, but doesn’t know how to make that dream a reality. Unlike the many change-your-life books that promise much and deliver little—Undress4Success provides expert, practical advice about: 1) what home-based jobs are available, what talents they require, what they pay, who’s hiring, and how to land one; 2) how to use the Web to search for work-at-home jobs and business opportunities without being scammed; 3) how to turn professional talents into a freelance business; and 4) how to convince an employer to adopt a telecommuting program. Based on interviews with dozens of employers, home-based employees, successful freelancers, and leading telework researchers, this book shows readers the way home. |
| coaching questions for call center agents: Maximizing Call Center Performance Madeline Bodin, 1999-01-01 Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h |
| coaching questions for call center agents: Developments in the Call Centre Industry Julia Connell, John Burgess, 2006-09-27 Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon. |
| coaching questions for call center agents: The Oxford Handbook of Southeast Asian Englishes Andrew J. Moody, 2024-04-16 This volume describes both the history and the contemporary forms, functions, and status of English in Southeast Asia. The chapters provide a comprehensive overview of current research on a wide range of topics, addressing the impact of English as a language of globalization and exploring new approaches to the spread of English in the region. |
| coaching questions for call center agents: Do More Great Work Michael Bungay Stanier, 2010-02-13 You work hard. You put in the hours. Yet you feel like you are constantly treading water with Good Work that keeps you going but never quite moves you ahead. Or worse, you are mired in Bad Work—endless meetings and energy-draining bureaucratic traps. Do More Great Work gets to the heart of the problem: Even the best performers are spending less than a fraction of their time doing Great Work—the kind of innovative work that pushes us forward, stretches our creativity, and truly satisfies us. Michael Bungay Stanier, Canadian Coach of the Year in 2006, is a business consultant who’s found a way to move us away from bad work (and even good work), and toward more time spent doing great work. When you’re up to your eyeballs answering e-mail, returning phone calls, attending meetings and scrambling to get that project done, you can turn to this inspirational, motivating, and at times playful book for invaluable guidance. In fifteen exercises, Do More Great Work shows how you can finally do more of the work that engages and challenges you, that has a real impact, that plays to your strengths—and that matters. The exercises are maps—brilliantly simple visual tools that help you find, start and sustain Great Work, revealing how to: Find clues to your own Great Work—they’re all around you Locate the sweet spot between what you want to do and what your organization wants you to do Generate new ideas and possibilities quickly Best manage your overwhelming workload Double the likelihood that you’ll do what you want to do All it takes is ten minutes a day, a pencil and a willingness to change. Do More Great Work will not only help you identify what the Great Work of your life is, it will tell you how to do it. |
| coaching questions for call center agents: Smiling Down the Line Bob Russell, 2009-09-12 Just as textile mills and automotive assembly plants have symbolized previous economic eras, the call centre stands as a potent reminder of the importance of information in contemporary economies. Bob Russell's Smiling Down the Line theorizes call centre work as info-service employment and looks at the effects of ever-changing technologies on service work, its associated skills, and the ways in which it is managed. Russell also considers globalization and contemporary managerial practices as centres are outsourced to poorer countries such as India and as new forms of management are introduced, refined, and discarded. Invoking extensive labour force surveys and interviews from Australia and India, Russell examines employee representation, work intensity, stress, emotional labour, and job skills in the call centre work environment. The cross-national approach of Smiling Down the Line highlights the effects of globalization and scrutinizes the similarities and differences that exist in info-service work between different industries and in different countries. |
| coaching questions for call center agents: Contact Jack A. Green, 2000 This book is written to help aspiring and current call centre represtentatives to optimize their success on the job. Consequently, this book is more than just a collection of theories about what a call centre should be. This book is a manual, a how to that will guide the reader to success in the call centre roll. |
| coaching questions for call center agents: Best Practice in Performance Coaching Carol Wilson, 2007 This practical guide to the what and how of performance coaching covers all topics from the personal and executive angle and explains the structure of a coaching relationship. |
| coaching questions for call center agents: The Cambridge Guide to Learning English as a Second Language Anne Burns, Jack C. Richards, 2018-03-15 This volume provides an up-to-date and comprehensive coverage of second language learning. The focus throughout the book is primarily on language learning, but each chapter also discusses the implications for teaching and assessment, thus informing both understanding and practice. The book contains nine sections, which aim to organise and reflect different dimensions of the diverse and complex scope of learning English as a second or additional language. Four themes which permeate the chapters are: learning and learners; learning and language; learning and language development; learning and learning context. The 36 chapters are up-to-date and authoritative, written by experts in the field. The content is accessibly written, with questions for discussion and follow-up reading suggestions provided. |
| coaching questions for call center agents: How to invest in farmers? A guide for agriculture human capital investment projects Gammelgaard, Johanna, Franzel, Steven, Du Bois, Rodrigo Salcedo, Kumar, Ashok, Davis, Kristin, Preissing, John, Pankowska, Katarzyna, 2023-04-28 Investing in farmers – or agriculture human capital – is crucial to addressing challenges in our agrifood systems. A global study carried out by the FAO Investment Centre and the International Food Policy Research Institute (IFPRI), with support from the CGIAR Research Program on Policies, Institutions, and Markets (PIM) and the FAO Research and Extension Unit, looks at agriculture human capital investments, from recent trends to promising initiatives. This toolkit aims to provide investors including policymakers, government officials, international and national development banks and the private sector, with the evidence, analysis, guidance and processes to make sounder investment decisions on projects, programmes and policies that strengthen farmers’ capacities. This publication is part of the Investment Toolkits series under the FAO Investment Centre's Knowledge for Investment (K4I) programme. |
| coaching questions for call center agents: Telephone Monitoring by Employers United States. Congress. House. Committee on the Judiciary. Subcommittee on Courts, Civil Liberties, and the Administration of Justice, 1989 |
| coaching questions for call center agents: 50 Activities for Achieving Excellent Customer Service Darryl S. Doane, Rose D. Sloat, 2003 Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations. |
| coaching questions for call center agents: Pivot, Disrupt, Transform Marcia Daszko, 2018-10-02 When the status quo no longer works, the contrarian perspective reigns! In this innovative business how-to, leadership expert Marcia Daszko draws on her expertise to guide leaders at any level through a three-step process to radically improve their businesses: first, recognize and stop outmoded ways of thinking that fail to move the business forward (like focusing on the bottom line, conducting performance appraisals, and searching for best practices); second, start taking steps to introduce new, innovative ways of thinking and contrarian practices (such as developing leaders with the capacity to effect change, creating an interconnected team, and seeking knowledge through questions); and finally, transform your company into a more resilient, adaptive, and united organization. Recent studies have reported that 90% of start-ups will fail. In Silicon Valley alone, this means that more than 5,400 of the current 6,000 startups will flounder and disappear. But risky and cash-strapped start-ups are not the only corporate fatalities: More than 60% of the original Fortune 500 corporations no longer exist. Given these statistics, how can organizational leaders and their employees beat the odds and survive? The only solution is to question the usual business practices, re-think how to lead and inspire, challenge the accepted beliefs, and toss out the failures to accelerate business growth and profitability. Using Marcia's three-part stop, start, transform method, readers will learn to pursue significant untapped opportunities, achieve their organization's competitive edge, and pivot, disrupt, and adapt to unexpected levels of success. |
| coaching questions for call center agents: The Economist , 2008 |
| coaching questions for call center agents: Cases in Call Center Management Richard Feinberg, Ko de Ruyter, Lynne Bennington, 2005 Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication. |
| coaching questions for call center agents: The Routledge Handbook of Language and Professional Communication Vijay Bhatia, Stephen Bremner, 2014-02-24 The Routledge Handbook of Language and Professional Communication provides a broad coverage of the key areas where language and professional communication intersect and gives a comprehensive account of the field. The four main sections of the Handbook cover: Approaches to Professional Communication Practice Acquisition of Professional Competence Views from the Professions This invaluable reference book incorporates not only an historical view of the field, but also looks to possible future developments. Contributions from international scholars and practitioners, focusing on specific issues, explore the major approaches to professional communication and bring into focus recent research. This is the first handbook of language and professional communication to account for both pedagogic and practitioner perspectives and as such is an essential reference for postgraduate students and those researching and working in the areas of applied linguistics and professional communication. |
20 Coaching Questions to Lead Your Reps to Success - Ambition
Whether you need to focus on goal setting and tracking or call analysis and opportunities for improvement, this list is proven by your peers in the industry to ignite rep productivity and …
Best Practices in Quality Monitoring and Coaching
coaching processes of agents in world class call centers. Our goal was to determine the current best practices for other call centers to meet or exceed. We define a “world class call center” as …
Smarter call-center coaching for the digital world - McKinsey …
One-to-one coaching of agents by team leaders and managers has long been the backbone of capability-building efforts in many contact centers. Our research suggests that the average …
2016.08.10 Powerful Coaching Questions brand - University of …
Questions: • Based on what we have been discussing, what are your next steps towards achieving your goal? • What are the possible outcomes? • What are your options moving …
Developing and Implementing Training for the Call Center
Coaching, mentoring and peer-teaching are appropriate for individual development training needs. Each has a slightly different focus: • Coaching: A performance management technique, which …
The Ultimate CX Agent Guide - NICE
Agents troubleshoot problems in real-time, cross-sell and upsell products, seek information for fast resolution, and build connections with customers in fast-paced business environments.
Call Center Call Scoring Evaluation Form Items - Technology …
Enhance transparency and regularity of quality assurance practices within your call center. Call center managers are increasingly utilizing call scoring evaluation forms to analyze live and …
Real-Time Coaching: Don’t Wait Until the Call Is Over
A contact center agent’s job is harder than ever. Customers now direct their simpler questions to self-service channels, so issues that reach a human contact center agent are more complex …
Advanced Coaching Strategies for Contact Centre Leaders
The best coaching is made up of small bits of feedback over time that an agent can internalise and use for improvement. Your top performers are looking for ways to move to the next level …
Call Center Training: Sales and Customer Service Training for …
This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard.
The Rise of the AI Coaching System - cogitocorp.com
Cogito’s AI Coaching System is a scalable tool that measures behavior and provides insights and personalized guidance to improve frontline workers’ performance in the call center.
510 Impactful Coaching Questions - iridiumconsulting.co.uk
19. "How will we evaluate the success of the coaching at the end?" 20. "What kind of coach would you like me to be for you?" 21. "What are you expecting from the coaching?" 22. "What do you …
PRE-COACHING CALL QUESTIONS - static.skillshare.com
PRE-COACHING CALL QUESTIONS The following guide includes sample questions you might want to use in your pre-coaching conversation. Please don’t go through them like a robot. …
10 Trends Driving Organizational Coaching - Capital Coaches …
call center agent, in coaching conversations (approximately 8-9 hours of their time per week). Managers would observe the agent on actual customer calls and then debrief the call by …
Improving Performance Through Effective Coaching - icmi.com
Learn to effectively use constructive coaching and positive feedback to reinforce training and monitoring efforts for a dramatic change in contact center motivation and performance. …
AI Coach Assist: An Automated Approach for Call …
In this paper, we present AI Coach Assist , which leverages the pre-trained transformer- based language models to determine whether a given call is coachable or not based on the qual- ity …
Enhance Coaching of Your Work-from-Anywhere Agents
traditional quality evaluations using call recordings capture only a fraction of the work performed by today’s contact center agents. Contact center managers and supervisors need new, data …
PREDICTING SUCCESS BY DEFINING CALL CENTER …
Receive “nuts and bolts,” practical information regarding contact center competencies. Discover how competencies fit into the infrastructure of the contact center. Understand how to define …
EBOOK 10 Examples of SMART Goals for Call Center Agents
goals for call center agents, let’s break down what a SMART goal is and why it’s important for customer service goals. SMART goal setting is a system to help individuals in your customer …
Call center guide
To be successful in a call center you need to know the basics of customer service , steps to solve an issue and useful phrases to calm down customers. 5 easy steps to solve an issue. 1. …
20 Coaching Questions to Lead Your Reps to Success
Whether you need to focus on goal setting and tracking or call analysis and opportunities for improvement, this list is proven by your peers in the industry to ignite rep productivity and …
Best Practices in Quality Monitoring and Coaching
coaching processes of agents in world class call centers. Our goal was to determine the current best practices for other call centers to meet or exceed. We define a “world class call center” as …
Smarter call-center coaching for the digital world
One-to-one coaching of agents by team leaders and managers has long been the backbone of capability-building efforts in many contact centers. Our research suggests that the average …
2016.08.10 Powerful Coaching Questions brand - University …
Questions: • Based on what we have been discussing, what are your next steps towards achieving your goal? • What are the possible outcomes? • What are your options moving …
Developing and Implementing Training for the Call Center
Coaching, mentoring and peer-teaching are appropriate for individual development training needs. Each has a slightly different focus: • Coaching: A performance management technique, which …
The Ultimate CX Agent Guide - NICE
Agents troubleshoot problems in real-time, cross-sell and upsell products, seek information for fast resolution, and build connections with customers in fast-paced business environments.
Call Center Call Scoring Evaluation Form Items - Technology …
Enhance transparency and regularity of quality assurance practices within your call center. Call center managers are increasingly utilizing call scoring evaluation forms to analyze live and …
Real-Time Coaching: Don’t Wait Until the Call Is Over
A contact center agent’s job is harder than ever. Customers now direct their simpler questions to self-service channels, so issues that reach a human contact center agent are more complex …
Advanced Coaching Strategies for Contact Centre Leaders
The best coaching is made up of small bits of feedback over time that an agent can internalise and use for improvement. Your top performers are looking for ways to move to the next level …
Call Center Training: Sales and Customer Service Training for …
This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard.
The Rise of the AI Coaching System - cogitocorp.com
Cogito’s AI Coaching System is a scalable tool that measures behavior and provides insights and personalized guidance to improve frontline workers’ performance in the call center.
510 Impactful Coaching Questions - iridiumconsulting.co.uk
19. "How will we evaluate the success of the coaching at the end?" 20. "What kind of coach would you like me to be for you?" 21. "What are you expecting from the coaching?" 22. "What do you …
PRE-COACHING CALL QUESTIONS - static.skillshare.com
PRE-COACHING CALL QUESTIONS The following guide includes sample questions you might want to use in your pre-coaching conversation. Please don’t go through them like a robot. …
10 Trends Driving Organizational Coaching - Capital Coaches …
call center agent, in coaching conversations (approximately 8-9 hours of their time per week). Managers would observe the agent on actual customer calls and then debrief the call by …
Improving Performance Through Effective Coaching - icmi.com
Learn to effectively use constructive coaching and positive feedback to reinforce training and monitoring efforts for a dramatic change in contact center motivation and performance. …
AI Coach Assist: An Automated Approach for Call …
In this paper, we present AI Coach Assist , which leverages the pre-trained transformer- based language models to determine whether a given call is coachable or not based on the qual- ity …
Enhance Coaching of Your Work-from-Anywhere Agents
traditional quality evaluations using call recordings capture only a fraction of the work performed by today’s contact center agents. Contact center managers and supervisors need new, data …
PREDICTING SUCCESS BY DEFINING CALL CENTER …
Receive “nuts and bolts,” practical information regarding contact center competencies. Discover how competencies fit into the infrastructure of the contact center. Understand how to define …
EBOOK 10 Examples of SMART Goals for Call Center Agents
goals for call center agents, let’s break down what a SMART goal is and why it’s important for customer service goals. SMART goal setting is a system to help individuals in your customer …
