Positive Reinforcement Coaching

<h3>Positive Reinforcement Coaching Overview</h3>Coaching agents to improve their skills is an important aspect of contact center management responsibilities. This module focuses on using Positive Reinforcement Coaching (PRC) methods and instruments to train new hires, as well as to improve and enhance the performance of experienced agents. Positive Reinforcement Coaching reinforces the positive behaviors and attitudes, while encouraging growth in areas that need improvement. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module, you will be able to:</b> <ol> <li>Identify the four general positive reinforcement coaching methods. <li>Describe the specific focus coaching method. <li>Describe how to develop specific focus coaching instruments. <li>Explain how to conduct positive reinforcement coaching sessions. <li>Identify the four core competencies required by agents. <li>Identify the four characteristics of call fluency and delivery. <li>Describe how to coach the characteristics of call fluency and delivery. <li>Identify the four characteristics of conversational call handling. <li>Describe how to coach the characteristics of conversational call handling. <li>Identify the four professional communication patterns. <li>Describe how to coach professional communication techniques. <li>Identify the three competencies of call management. <li>Describe how to coach the competencies of call management. <li>Identify the positive reinforcement coaching instruments. </ol> <h3>Course Outline</h3> <ol> <li><b>Overview</b> <li><b>Positive Reinforcement Coaching (PRC) Techniques </b> <ul> <li>Introduction <li>General PRC Formats <li>Specific Focus Coaching <ul> <li>Identifying Coaching Categories <li>Creating Coaching Instruments <li>Conducting Coaching Sessions </ul> <li>Positive Coaching Climate <li>PRC Terminology </ul> <li><b>Core Competency 1: Effective Call Fluency and Delivery</b>