Waterfall Coach-a-nomics: Goals and Impacts of Top-Down Coaching

Coaching Consultant Melissa Kovacevic shows us how to implement a top-down, empathy-led coaching culture that's right for agents and your customers. And we'll explore intraday coaching tools that engage agents and supervisors with customer experience in mind.

September 22, 2015

Melissa Kovacevic, Customer Experience and Coaching Consultant, shows us how Waterfall Coaching strategies raise the bar for a better customer experience. You'll learn how to foster a coaching culture from the top down to coaching, and see how change management and coaching can work hand in hand. You'll learn the importance of empathy in your coaching practices, and how intraday tools can engage agents and supervisors with the right tools, right coaching and right knowledge.

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