Contact Center Coaching for Effortless Experience with Amy Smith of Challenger

Amy Smith, VP of Effortless Experience at Challenger, has been involved in best practices research and implementation her entire career and has been focused on Effortless Experience implementation since 2016. We touch on:

· What is (and what isn’t) coaching in the Contact Center

· The barriers preventing effective coaching and how to overcome them

· Communication Styles

· Building a Coaching Competency Framework

· Identifying behaviors and skills to develop

· Developing Bench Strength

· The most impactful and easy thing you can start doing tomorrow to improve your coaching

Connect with her on LinkedIn - https://www.linkedin.com/in/amy-smith-b393293/or amy.smith@challengerinc.com

Challenger - https://www.challengerinc.com/

The Challenger Sale - https://www.penguinrandomhouse.com/books/309666/the-challenger-sale-by-matthew-dixon/9781591844358

The Effortless Experience - https://www.penguinrandomhouse.com/books/312730/the-effortless-experience-by-matthew-dixon/9781591845812/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/