Book for Coaching for Sales Performance in the Contact Center

Description
Topics Covered: Leadership and Management Definitions; differentiate between leadership and management; formal and informal coaching methodologies in a contact centre; communication techniques within a coaching context; different roles of team leaders and members; staff behaviours; working styles of self and staff; effectiveness as a team player; contact centre deliverables; motivation and job satisfaction; influences on individual and team performance; effective interpersonal communication; resolving conflict; how to coach in a contact centre; digital considerations in the coaching process; coaching techniques and methodology; styles of coaching; performance assessment; reporting of coaching; develop and implement rewards and incentive strategies in contact centres.