Back to the basics of what you all love about the podcast!  Let's talk about contact center coaching, how to improve it, have a plan for it, and improve our culture with it.Proper coaching is the most underrated way to improve (or ruin) the culture of your contact center. In this episode we talk about 10 Tips on Improving your Contact Center Coaching: 1. Praise Publicly But Coach Privately2. Sandwich Negative Feedback with Positive Feedback3. Be Specific4. Tie Performance to Data5. Have Your Agent Assess Themselves6. Role Play7. Discuss Roadblocks8. Redefine KPI Goals9. Understand Expectations10. Remonitor Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel