Masterclass

This two-day masterclass is aimed at coaches, trainers and mentors of conversational chat/messaging teams and helps to raise their performance to the next level. You will learn how to improve conversational performance with class leading coaching.

Over the course of two days, you will learn how to coach and mentor agents to deliver personalised support, handle complex inquiries, and build lasting relationships with customers. You'll also gain a deep understanding of how conversational structure and the right metrics can be leveraged to streamline workflows and drive productivity.

Through a combination of interactive workshops, real-world case studies, and group discussions, you'll leave this masterclass with practical tools and techniques you can apply to enhance your coaching and mentoring skills immediately. 

Topics covered:

• The structure of a conversation
• The Power of Transcripts
  • Levels of transcript review
  • Selecting the right transcripts
• Planning successful coaching activities
• Metrics
  • Impact of metrics on results
  • Using metrics for performance
  • Supporting the team with their metrics
• Finding coaching opportunities
• Making coaching stick
• Leveraging your tools to maximum effect
• Understanding the impact of workforce management