Sales Coaching for Contact Center Managers



How many sales have slipped away because your Agents have not received effective sales coaching? Coaching sales skills is different than dealing with call quality standards. Learn the secrets to becoming a successful contact center sales coach.

This webinar is designed specifically for a call center environment. As a result, these techniques can be applied immediately within your contact center.

In this interactive 75-minute webinar, Managers and Call Quality Coaches will learn:

3 important differences between call quality skills and sales skills, so you can focus your coaching time more efficiently

3 vital techniques to convert a "customer service ONLY" department mindset into an enthusiastic "sales AND service" team culture

5 key ideas for running a structured daily huddle, to help your Agents deal more successfully with industry competitors

5 crucial tips to help your Agents overcome price objections, so they can persuade more people to buy

3 ways to close more sales by creating a sense of urgency. This includes key phrases that lead to a commitment, as well as phrases that can sabotage a sale before it even begins

By the end of this webinar, Managers and Quality Coaches will have new techniques to coach their Agent's sales skills more effectively.

Who Should Attend?

This webinar is directed at Call Center Team Managers, Quality Coaches, Managers and Directors.

Course Leader:

Mike Aoki

Mike Aoki's training sessions have helped his clients improve their sales and customer service performance. An expert in contact center sales, Mike has been interviewed by Contact Center Pipeline magazine and the Customer Experience Radio Show. His past clients include Telus Mobility, Rogers Wireless and the Business Development Bank of Canada.

- Testimonials for Mike Aoki's Training:

" Mike has a deep understanding of the opportunities and constraints that exist in delivering training for results in a call center environment. I knew Mike as an inspiring leader, facilitator and business partner who is passionate about the work he does (it shows) and focused on bottom line results."

...Kim Katz, Director, Client Care, Telus Mobility

" Mike is a great keynote speaker and a fantastic trainer. I've seen him in action in person and can promise you that he knows what he is doing. The bank I work for hired him after we'd heard good things about him and he made a keynote address to our entire Ontario management team."

...Nigel Robertson, Vice-President, Business Development Bank of Canada

Mike Aoki delivered an insightful and first rate webinar titled "How to Introduce Sales into a Customer Service Call Center" on Feb. 9, 2010, which was full of valuable, useful information. His webinar was very well received by National members of CIM, CICAM, & Guild of ICIA. Mike continues to be a terrific keynote speaker that always pleases his audience."

...Phil Russo, President, Canadian Institute of Management, Toronto Branch