Description

Coaching in the Age of AI
A 3-hour workshop for contact center leaders on using AI to become a better coach, not a busier one

Coaching has always been the highest leverage skill in a contact center, and it's still the most underinvested one. Now AI can flag every call, every moment, every tone shift, in real time. That's a lot of data, but data isn't coaching. When every flag turns into immediate feedback, agents stop having room to recover from a bad moment on their own, and start performing for the algorithm instead of the customer. More notifications can just mean more noise, and constant feedback can wear an agent down instead of building them up.

This session is about the human side of that equation. We'll look at what makes coaching actually work, where AI can sharpen your prep and surface what you'd otherwise miss, and where it should stay out of the way entirely. The goal isn't to use AI more. It's to coach better, using AI as one input among several.

This course is for you if you:

• Lead a team and want to build a real coaching habit, not just react to flags
• Have AI QA or analytics tools but aren't sure how to turn that data into a good conversation
• Are concerned that constant, automated feedback might be doing more harm than good on your team
• Believe coaching is a skill worth developing, not something you pick up by accident
• Want practical best practices for building a coaching program that holds up over time

You'll leave with: 

A Coaching Toolbox, a working set of coaching approaches (when a quick real time nudge works, when to save it for a 1:1, when AI data should inform the conversation, and when it should stay out of the way entirely) so you can reach for the right tool for the moment, not just the one your dashboard hands you.

Format: 3 hour virtual workshop
Audience: Contact center managers, supervisors, QA leads, and training leaders