Archived Supervisory Webinars

Full Access Membership Includes Immediate Access to These Archived Webinars:

We Need to Talk About How You Coach Your Employees

Key Take-aways:

  • Pain points of coaching agents and how to handle them.
  • The Manager-Tested-and-Proven 6-Step Strategy for Addressing Unacceptable Employee Performance that Myra has taught managers in Fortune 100 companies, contact centers, government agencies, school systems, a spa and a plumbing company.
  • How to avoid sounding critical and nitpicky, yet still get your point across.
  • 3 Keys for coaching underperforming employees.
  • Special take-away packet: A powerful 9-step coaching strategy for coaching calls in contact centers. +++ Get a sneak peak at Zappos monitoring form.
  • How to get employees to take ownership for performance improvement using a super-simple 4-step Coaching Through Questioning technique.
  • 3 Techniques everyone who coaches contact center agents should be using.
  • Myra’s KFD principle for how to fully prepare for constructive feedback discussions with employees. Using this principle, you’ll be prepared and confident!
  • A 2-minute exercise that you can do at your desk that will instantly boost your confidence by boosting your testosterone levels (this works for women too) and lower your cortisol (stress hormone). Do this quick exercise right before having high-stakes conversations and you’ll have the confidence of Olivia Pope.

 

Managing to Eliminate Unacceptable Employee Performance and Behavior

  • How to approach employees about problem behavior in such a way that minimizes hostility and defensiveness and maintains esteem
  • How to act—not react—in a negative situation
  • Exactly how to establish crystal clear performance expectations with employees who have had trouble staying on track
  • The most effective way to talk to an employee about an attendance problem
  • 7 step formula for addressing unacceptable performance or behavior
  • Why you must use specific and direct language when giving constructive feedback
  • A half-dozen positive intervention techniques to turn performance problems around
  • What to do when the problem persists: How to conduct a formal discipline conference
  • How to give constructive feedback with much more ease
  • How to set measurable performance standards and communicate them to your employees
  • The most effective way to talk to an employee about an attendance problem
  • Savvy techniques for dealing with the whiner, tank, think-they-know-it-all, and negative employee
  • What to do when the problem persists: How to conduct a formal discipline conference
  • When to terminate
  • And much more

 

Quality Contact Center Monitoring

In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join me for this encore presentation of a blockbuster webinar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.

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Inside the Zappos Contact Center

Key Take-aways:

  • The most important secret for actually getting performance and behavior change through quality call monitoring.
  • A creative way to connect with customers in just 15-minutes a day. I’ll tell you exactly how Zappos employees do it every single day.
  • The number one thing you need to know about creating a customer-focused culture that so many call centers learn the hard way.
  • This little-known fact can make a better “coach” out of anyone —and the one secret that will give you rockstar status as you coach employees to optimal performance.
  • Four indispensable techniques for getting employees to convey empathy, friendliness and warmth.
  • Why Zappos pays employees $2000 to quit and the lesson you can take away from their practice.
  • Why treating employees very well pays off. Specific ways you can treat your employees even better.
  • Surprise and delight. How Zappos does it. Discover if this is a good fit for your organization.
  • Why Zappos stopped monitoring calls the traditional way and how they do it now.