Contact Centre Training: Coaching Skills for Team Managers

Wed
22Feb2023

At Virtual/Online

Call Centre Management Association (CCMA)

Effective coaching has been shown to improve performance by 84% and make staff twice as likely to stay with their employer.

Coaching is ‘unlocking a person’s potential to maximise their own performance’.

If as a Team Leader or Manager your team turns to you to solve every problem they come across, then you’re really doing their job for them, not coaching.

This course will teach you exactly how and when to coach, with proven tools and models to aid your learning, leaving you confident to put your own coaching style into practice.

Course Description

Great managers are nearly always great mentors, helping their teams to improve themselves and their skills. Coaching shouldn’t mean doing someone’s job for them or solving their problems.

It’s about giving them the tools and confidence to do their job to a high level and empowering them to overcome hurdles on their own.

In this course we will look at the difference between the directive approach of just telling someone what to do, and the non-directive approach of allowing them to practice and develop their skills.

We will look at different coaching behaviours and styles – such as the GROW and ABIDE coaching models – so you can understand which ones work best for you and your teams.

The benefits to your business of developing great coaching skills in Team Leaders and Managers is almost incalculable. Previous attendee organisations report seeing boosts to productivity, innovation, and employee engagement.

For over 25 years the CCMA (Call Centre Management Association), as the longest established contact centre industry body has been dedicated to supporting contact centre leaders. Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry.

Members of the CCMA community can take advantage of the many networking and learning opportunities aimed at keeping contact centre leaders up to date with changes in the industry; from technology advances, to regulation changes, to discovering new ways to improve the customer experience and more.

For additional information on the CCMA view their Company Profile