hi everyone this is your contact center coach here to give you some tools and tips about how
to get the most out of your next coaching session if you've never been in a coaching session this
can seem pretty intimidating even for people who've been in a lot of them coaching sessions
can feel a bit scary after all they are about how you perform so i'm going to break all that
fear down for you by explaining what a typical coaching session is like why they're important
and i'll give you eight great tips on how to get the most out of any coaching session
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when we think of coaching we often picture the coach of a sports team standing on the sideline
shouting out directions or plays and maybe even arguing with officials
well that's nothing like what a coaching session looks like in a contact center
contact center coaching sessions are more like a classroom where a teacher is providing training to
students about their performance in most cases that teacher or the coach is your supervisor
but it could be a member of your management or qa team your coach will provide suggestions on where
and how to improve they'll also set short-term goals for checking progress and measuring your
success typically the coach will review your performance in key metrics such as customer
quality scores aux time post call documentation and so on if your center records calls you'll
likely listen to one or more calls so you can hear what was evaluated and where to improve
if this all sounds frightening it's not it's really more like a football coach going over game
film with you to identify where improvements can be made for the next game why is this important
like any great athlete or performer you need input to improve and perform the best at your game
coaching sessions help you learn what's working well and where you can improve at your job so you
can succeed in your career when you approach these sessions as a career opportunity that can make
them not only painless but enjoyable in helping you to grow and develop other opportunities
so let's look at some things you can do to prepare for coaching sessions don't just come into your
coaching session hoping for the best instead come in prepared by reviewing your performance metrics
since your last session this will help you to prepare and set expectations for that session if
you can listen to calls that have been evaluated do so taking notes about how and where to improve
of course make sure you've completed any tasks assigned to you in your previous sessions
preparation should also include setting goals for yourself these can be ones previously identified
by your coach or ones you'd personally like to accomplish the important thing is to have a focus
and set goals to work toward with your coach if you have a number of things you'd like to
work through it's best to pick one to focus on for improvement keep a journal of things
that happen between coaching sessions this allows you to bring real life situations into
the next coaching session which can make that discussion more meaningful and helpful to you
be sure to review your journal before each session to help you focus on the most important issues
you'd like to discuss relax a coaching session is simply a conversation about your performance
and nothing derails a healthy conversation like walking into it expecting the worst so
instead plan for having a great conversation about how you can be the best at what you do
the coaching session is a chance for you to learn so be open and honest with your coach
listen to any corrections with an open mind and understand the coaching sessions are meant
to help you not hurt you your coach may ask you questions that challenge your thinking
and help you to see other possibilities you'll be challenged to get out of your comfort zone
and to look critically at your own performance remember your coach is there to support encourage
and challenge you and meeting challenges is how good performers become great
to achieve your goals and improve performance there has to be changes in your behavior
mindset or beliefs this takes intentional effort on your part your coach can be there to support
you through this but ultimately it's up to you to change behaviors that improve results
so look for and expect change from yourself finally there's no greater tool for achieving
goals than asking questions even if those questions are simply to confirm your understanding
asking questions is the most direct way to clarify how or where you can improve and in what time
frame that improvement is expected remember the only dumb question is the one you fail to ask
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this is your contact center coach saying game over now go out there and be great