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How To Have Meaningful Coaching Conversations

By Erica Marois | Date Published: December 21, 2017 - Last Updated September 08, 2020 | Comments

Effective coaching is critical to the success of any team. But in a contact center environment, time is often short and burnt out agents can sometimes feel defensive. If you're looking for a few ways to improve the value of your coaching sessions, our #ICMIchat participants have a few tips.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Coaching And Quality Management

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