So many managers strive for a coaching style of leadership, but what
does that really mean? Learn how coaching can be used appropriately (and when it
does not make sense) from a certified professional coach with years of high
tech management experience.
If you are striving for reduced handle times on your calls but don't
want to risk repeat calls or damaging customer satisfaction in the
process, developing coaching skills in your agents may be the answer. When
technology professionals in support and internal help desk organizations use
the techniques developed for this workshop, they are able to much more
quickly get an accurate picture of what their customers really want, even
when those customers don't know how to ask for it the right way. In this
workshop, your agents learn the skills that will help them help their
customers more effectively with fewer callbacks and less frustration.
