Contact Center Agent Coaching the Zappos Way Webinar

Contact Center Agent Coaching: Positive intervention techniques for turning performance problems around  

January 12th, 1:00 - 2:30pm ET

$299 per company

Register

Myra originally designed this program to help supervisors in a 300-seat call center improve the customer experience through a rigorous coaching strategy that focused on positive intervention. Supervisors in the original workshops learned to address unacceptable performance head-on, develop agent potential, and to lead agents into self-coaching for continuous customer service improvement. Now, you too can learn Myra’s positive intervention techniques to turn performance problems around.

In Contact Center Agent Coaching the Zappos Way, you will learn…

• How to give feedback that helps agents correct service shortcomings and do their very best

• How Zappos is using self-coaching to take the fear out of quality monitoring and to keep the spirit of WOW alive

• How to coach agents through questioning…this technique takes the pressure off of you and gets your agents thinking proactively about their performance

• How to effectively address unacceptable performance in 5 easy steps

• How to drastically improve the customer experience by listening to recorded calls with your agent and letting them take the lead in identifying service gaps  

• How to coach an attitude problem 

• 7 secrets of highly effective customer service coaches

• Preparation strategies, body language techniques and phrases to help you positively turn performance around in every coaching session

Thursday, January 12, 2012

1:00 - 2:30pm ET

Register

 

Your webinar includes:

•   Full webinar digital recording 

•   Unlimited viewing within your organization with no expiration

•   Rights to download and save webinar video

•   Rights to incorporate webinar within your Learning Management System (LMS)

 

New! Myra Golden Full Access 

Unlimited access to Myra’s live webinar series, library of on-demand training courses, customer service eLearning suite and training kits – for a flat affordable rate

Myra Golden Full Access 

1-Year Subscription

$1,595 per organization 

 

Member Benefits:

1. Unlimited attendance to Myra’s live web seminar series for one year

2. One full year of unlimited access to Myra’s 6-course customer service eLearning suite

3. Instant on-demand access to our library of archived webinars

4. Immediate download of any of Myra’s Training Kits – (Pre-written training scripts, PowerPoint slides, workbooks, handouts and exercises)

Learn more

 

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