Superstar Coaching Techniques for Contact Centers

Great Agents have great coaches. Learn how to become a great contact center coach, so you can help your Agents increase their performance.

In this webinar, you will learn how to:
- Utilize a four stage development process that moves your Agents to top performance
- Recognize high impact coaching opportunities, so you can rapidly improve your Agent's performance
- Overcome three common coaching challenges, so your Agents get the support they need
- Make the coaching process more interactive, so you receive buy-in from your Agents

By the end of this webinar, you will be able to coach and inspire your Agents to improved performance.

Who Should Attend?

This webinar is directed at Call Center Team Leaders,CSR's, QA Team, Managers and Directors in both Inbound and Outbound operations.

Course Leader:

Mike Aoki

Mike Aoki is the President of Reflective Keynotes Inc. (www.reflectivekeynotes.com), a training company that helps contact centers deal more effectively with irate callers and sell more effectively on inbound calls. A call center expert, Mike has been interviewed by the Customer Experience Radio Show, Contact Centre Pipeline magazine and the Globe and Mail. His background includes 20 years of call center, sales and management experience. So, Mike brings real-life examples to his training workshops, speeches and consulting work.

- 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