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  • Mastering the Art of Contact Center Coaching

Mastering the Art of Contact Center Coaching

  • 13 Oct 2020
  • 11:30 AM - 1:00 PM
  • https://attendee.gotowebinar.com/register/5518585609385057037
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Mastering the Art of Contact Center Coaching

Description

How does your contact center teach new leaders how to coach and develop their people? Is it something that's taught? Or are people left to figure something out on their own? And, with the increased number of contact centers working from home, have you adapted your approach to ensure that impactful coaching is still happening? If you don't feel confident with how you answered these questions, then this session is for you.

One of the most important, yet challenging aspects of leading your contact center workforce lies within your coaching and behavior development program. Add in the realities of working from home and a new set of complexities emerge. In this session, contact center expert Justin Robbins will help you to develop, implement, and measure the success of an effective coaching program. You'll learn how to create a coaching model, adapt to challenging environments and circumstances, and drive a stronger connection between coaching sessions and sustained improvements in behavior.

Come prepared to share a current coaching challenge or victory as we will work together to develop plans that you can implement immediately following the session! 

About The Speaker:


About Justin Robbins

I'm a business communications fanatic with two decades of experience as a trainer, consultant, and industry-recognized thought leader in the areas of customer experience & contact center operations. I've been featured by NBC Nightly News, the New York Times, & numerous other media outlets for my customer service research & I've personally trained thousands of people around the world on how to deliver exceptional service.

At 8x8, I study the digital workplace, communications strategy, and the future of customer experience, developing content, training, & resources for business professionals who look to understand the shifts in people, processes, & technologies that will enable them to deliver the strategies & tactics best suited for achieving their desired outcomes.

Want to know more? I've built my expertise & passion in three key areas:

1. Content Marketing: I help brands tell their story in ways that strengthen their voice & builds their awareness, engages their prospects & customers in genuinely meaningful nurture campaigns, & demonstrates a measurable return to the business. Along the way, this meant leading both global teams and partner agencies responsible for functions including design, social media, editorial, web, SEO/SEM, customer marketing, events, research, & analyst relations.

2. Campaign Management: How do marketing teams effectively build their pipeline, increase conversion rates & accelerate the sales cycle? In my experience, it all comes down to the planning & execution of a given campaign. I've worked hand in hand with key business stakeholders to define, develop & deliver on B2B campaigns ranging from city-specific field campaigns to industry conferences & multi-segment global initiatives. My work here has included building campaign workflows from the ground up, scoping & deploying new campaign management technologies & building personas, including customer journey maps.

3. Customer Experience: I'd be lying if I said that my pursuit of content marketing & campaign leadership was rooted in anything other than a deep passion for the customer experience & a desire to ensure that they have the insights, tools & resources to enable their success. I grew up working in customer experience and the early part of my career catapulted me into the spotlight as a globally recognized expert on contact centers & customer experience. As such, understanding an audience, their needs, concerns and beliefs, & being genuinely helpful to them is how I'm hard-wired.


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