Intentional Coaching™ Boot Camp Workshop for Contact Center Supervisors
May 9 & 10, 2012 / Minneapolis, Minnesota
Two days of intensive, hands-on training that teaches contact center supervisors how to replace reactive firefighting with the proactive, highly-effective Intentional Coaching™ Model
This one-of-a-kind Workshop equips front-line supervisors with step-by-step processes, coaching protocols, and innovative tools to enable a smooth transition from an over-dependence on reactive firefighting and performance enforcement to utilizing the highly-effective Intentional Coaching™ model — the common sense, value-based coaching and mentoring approach that gets superior results.
Registration Alert! A maximum of 30 participants will be registered.
As of 5/1/12, 90% of the seats have been sold.
Intentional Coaching™ Boot Camp Workshop
for Contact Center Supervisors
Sponsored by the Midwest Contact Center Association & Hosted by Medica
When: May 9 & 10, 2012 / 8:30 AM to 4:00 PM both days
Where: Medica Headquarters 401 Carlson Parkway / Minnetonka, MN 55305 (Minneapolis suburb)
Cost: $875 per person. MWCCA members $825 per person (SAVE $50)
Team Discount: Register 3 supervisors and the 4th registration is FREE.
Workshop Cost covers: 14 hours classroom training, Participant Guide, Intentional Coaching Tool Kit, Certificate, and post-wksp progress meeting.
Hotel discount available: Country Inn Suites, Plymouth MN / Shuttle available to go to and from the Workshop.
Ask for Medica Corporate rate: Standard Room: $112/ Suite: $122.
Download Boot Camp Flyer (PDF)
Leverage the Learning. Make the Workshop a Team-Building Experience
Teams of supervisors from the same company are encouraged to participate together. Experience has shown that when teams receive the same training, they get better outcomes and faster results during the post-classroom implementation phase.
Benefits to the business: When agents learn to “keep their monkeys” everybody wins.
• Build more cooperative, respectful, and productive teams. • Measurably improve overall customer service scores and key performance metrics. • Improve employee engagement and employee satisfaction survey scores. • Promote noticeably higher levels of individual accountability. • Improve individual and team productivity. • Significantly improve employee morale and attitudes. • Create a workplace culture that supports increased engagement and 
commitment by front-line employees.
Workshop participants learn:
• How external forces (customers are harder to please, Gen X & Y employees demand a different approach, calls are becoming increasingly complex and take longer) have prompted customer care organizations to re-think the way they do business. • Why the role that supervisors play in contact center success has shifted from managing “by the numbers” to leveraging front-line talent. • Why the reactive, “firefighting” style of support many supervisors currently use can degrade team performance by as much as 30%. • How the proactive, Intentional Coaching™ Model impacts employee engagement, customer satisfaction and overall performance. • How to prevent escalated calls and improve FCR by helping reps “Keep the Monkey.” • The Step-by-Step process for implementing each of the Intentional Coaching™ Protocols: 1. Scooting 2. Real Time In-the-Moment. 3. Monthly Mentoring Meeting 4. Keep the Monkey Situations • How focusing on three powerful core values: The 3P’s of Personal Responsibility, Positive Regard, Proactive Resolution makes leading easier. • How to gradually transform negative attitudes and improve agent morale by deploying the customer service fable, The Napkin, The Melon & The Monkey. • Why the simple act of acknowledgment makes such a difference to your employees. • How to leverage team meetings to improve both morale and performance.
Workshop participants receive:
• The Intentional Coaching™ Workshop Participant Guide • FREE copy of Barbara’s customer service fable, The Napkin, The Melon & The Monkey.• The Intentional Coaching™ Tool Kit containing a complete set of posters and other job aids to insure long-term success. • Participation in a post-Workshop meeting to discuss progress. • Intentional Coaching™ Boot Camp Workshop Certificate of Completion.
