Principles of Intentional Coaching™
for Contact Center Supervisors
The common sense alternative to reactive firefighting

Increasingly complex calls, fussier customers & a new generation of agents (who wonder why they have to be at work on time) requires a fresh approach to performance coaching.

This informative Webinar introduces the Intentional Coaching™ model, an innovative supervisory method, based on Barbara Burke’s 26 years of consulting experience. The content is designed especially for contact center managers and supervisors who are searching for a highly effective, practical, real-world alternative to the out dated “command and control” supervisory model.

Webinar Host: Contact center expert, Barbara Burke       

Learn more about Barbara.

Date & time of this critically-important Webinar:

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THIS WEBINAR IS NOT BEING OFFERED AT THE PRESENT TIME
> HOWEVER, THERE IS AN OPTION WHEREBY YOU CAN HAVE THE SAME WEBINAR DELIVERED AT A TIME THAT WORKS FOR YOU. IT’S AN EXPANDED VERSION THAT INCLUDES AN ADDITIONAL 30 MINUTES OF DISCUSSION.
LEARN MORE….

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Best Audience:

  • Contact center supervisors who are tired of agents not taking personal responsibility for outcomes.
  • Managers who are searching for new ways to inspire engagement in front-line agents.
  • Contact center supervisor teams who want to spark a conversation about what they can do differently.
  • Anyone interested in improving employee morale in their contact center.

Webinar Attendees Learn:

  • Why the firefighting approach that most supervisors use is outdated — and actually degrades team performance.
  • The direct correlation between high customer satisfaction and high employee engagement.
  • The 3 powerful external forces compelling contact centers to shift from reactivity to pro-activity.
  • The 4 Crucial Components every contact center leadership team need to successfully drive performance and engagement.
  • The three underlying core values of the Intentional Coaching™ approach:
    The 3 P’s: Personal Responsibility, Positive Regard, and Proactive Resolution.
  • Why the “Keep The Monkey” metaphor is the perfect illustration of what happens when supervisors are in constant firefighting mode.
  • The 4 Intentional Coaching™ Protocols and how to use them: Scooting, In-the-Moment, Keep the Monkey, and One-to-One Mentoring Meetings.
  • What managers can do to enable supervisors to spend a minimum of 50% of their time “on the floor” with their people.
  • Simple, no-cost strategies contact center managers can deploy today that will move supervisors out of “firefighting” mode.

 Interested in doing a deeper dive into Intentional Coaching processes and protocols?

Join Barbara for the upcoming Intentional Coaching™ Boot Camp Regional Workshop

It’s a two-day intensive, hands-on training experience designed especially for contact center supervisors who are tired of firefighting and want to learn how they can be more effective and have more fun.