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How to Foster Agent Engagement Through Coaching Your Remote Contact Center Team - Sharpen

Monday Jun 15, 2:00 PM – 3:00 PM EDT — Sign Up For Events



Now What? How to Foster Agent Engagement and Human Connection Through Coaching Your Remote Contact Center Team in a Post-Pandemic World

Well before the world was forced to shelter in place, many organizations had close to 30% of their agents working from home. However, leadership had been hesitant to go all-in on a remote workforce. They worried productivity and adherence would suffer. Then, they didn’t have a choice.

When most of the US was ordered to stay home, the only way to be productive was to move their teams home. And, it worked! In fact, it’s working so well, that some organizations are considering making it a lasting change.

What would that change mean for managers and their agents? How would you make sure your teams had the support and resources available to do their jobs well, no matter where they’re working?

In this session we discuss techniques to improve your coaching skills and become the coach your agents will remember for the rest of their lives. You’ll learn the behaviors, metrics and dynamics to watch for success in a post-pandemic world.

In this session, you’ll learn:

  • Methods to train and support your work at home agents;
  • How to give specific examples of feedback;
  • Tactics to help you uncover unique coachable moments with your remote agents;
  • Ideas for creating impactful human connections with agents to collaborate and combat loneliness, before they damage engagement and performance.


  • Presenters:

    Murph Krajewski, Senior VP Marketing, Sharpen Technologies

    Murph Krajewski Murph Krajewski, Senior VP Marketing, Sharpen Technologies
    Murph has nearly 20 years of contact center industry experience. Since 2016 he has served as VP of marketing for Sharpen Technologies. Prior to Sharpen, Murph served as senior marketing manager for Interactive Intelligence (acquired by Genesys).
    He has experience on both the IT side, having served in system administration roles, and on the frontlines, working with contact center managers to reveal the underpinnings of superior customer and agent experiences. Murph is also a frequently cited CX professional, having been interviewed by Forbes, Inc., CustomerThink, No Jitter and other nationally renowned media outlets.

    Ronna Caras, President, Caras Training

    Ronna Caras Ronna Caras, President, Caras Training
    Ronna Caras is a sought-after speaker and consultant who has helped thousands of contact center leaders and team members to embrace dramatic changes that improved customer experience and sales. She brings subjects to life with memorable stories as well as a creative instructional designer whose activity-filled learning experiences inspire and educate learners in the classroom, in virtual meetings, in self-paced eLearning programs. Caras began her career in a sales role with Pitney Bowes. Along the way, she developed her first original training program which taught a unique model for sales prospecting she called “non-intrusive”. “Non-intrusive selling methodologies” have been part of Caras Training’s training content for 30 years. Mapping the behavior of natural intuitive salespeople to the phone has brought corporate clients across the globe. Molding it for the service queue has seen exponential increases in customer satisfaction and profits, concurrently for clients in more than 30 industries. Today, Ronna Caras leads a mighty team of learning + development professionals with contact center and retail expertise.