Invest in your coaching and see the impact as customer satisfaction increases!
This one-day, hands-on course will teach ways to build a coaching culture, adapt your coaching style to individual rep styles, and reinforce desirable behaviors through praise. Practice techniques through role playing to address difficult and sensitive coaching situations. Determine your coaching return on investment by measuring the change is customer satisfaction, employee turnover, and overall revenue after implementing ICMI’s SAFE coaching model.
You will leave this course ready to implement a proven coaching model as well as the confidence to coach all aspects of agent performance.
Course Topics Include:
- Coaching Culture
- Common Challenges and Solutions
- Career and Skill Path Coaching
- The SAFE Coaching Model
- Measuring Success
Who Should Attend?
Call Center Managers, Supervisors, and Team Leads with coaching responsibilities.
“This course brought a lot of topics back into focus for me. I will be able to take this back and use it immediately!”
Brandi White
Customer Service Supervisor
April 21
Choose as part of your All-Access (4-day), Premium (3-day) or Main (2-day) Package,
or select with a one-day pass.
Added Bonus! All Symposium registrants have an opportunity to speak one-on-one with an ICMI industry expert. Discuss anything from barriers of implementing new processes to operational challenges.
Reserve your spot today!