Certified Contact Center Coach
Unlock the Potential of Your Team with Expert Coaching
At Contacts Plus, we know that the most successful contact centers don’t just rely on skilled agents—they rely on great coaching. That’s why we’ve developed our Certified Contact Center Coach program: to help contact center leaders, managers, and supervisors unlock the potential of their teams and drive continuous improvement.
Our certification program is designed to equip coaches with the skills, tools, and techniques needed to inspire, motivate, and guide agents to peak performance. Whether you’re looking to enhance existing coaching strategies or develop a formal coaching program within your organization, our Certified Contact Center Coach program provides the framework and expertise to make it happen.

Why Become a Certified Contact Center Coach?
Coaching is an essential part of a high-performance contact center. It’s not just about reviewing performance—great coaches are mentors, motivators, and leaders who help individuals grow and thrive. Becoming a Certified Contact Center Coach gives you the skills to do just that, while also elevating your contact center’s overall performance.
Here’s why our certification program stands out:
Expert-Led Training: Learn from seasoned professionals who have hands-on experience in managing and coaching contact center teams. Our instructors bring real-world insights and proven techniques to the program.
Comprehensive Curriculum: The certification covers everything you need to know to become a successful coach, including effective communication, performance evaluation, motivation techniques, and coaching methodologies that drive results.
Evidence-Based Approach: Our training is rooted in research and proven best practices in the contact center industry, ensuring that you’ll learn coaching strategies that have been tried, tested, and shown to work.
Flexible Learning: We understand the demands of running a contact center. Our program offers flexible learning options, including online courses, workshops, and live webinars, so you can progress at your own pace while applying what you learn in real time.
Measurable Impact: Becoming a Certified Contact Center Coach doesn’t just benefit you as an individual—it directly impacts your organization’s success. Well-coached agents are more productive, engaged, and motivated to deliver exceptional customer service, ultimately improving your customer satisfaction and business outcomes.
What You Will Learn
Our Certified Contact Center Coach program covers all the essential skills and techniques to develop a high-performing coaching strategy. Some key areas of focus include:
1. Coaching Foundations
Understanding the role of the coach in a contact center and the fundamental principles that guide successful coaching.
- The key qualities of an effective coach
- Establishing trust and rapport with agents
- Coaching styles and when to apply them
2. Effective Communication Skills
Coaching is about communication—clear, empathetic, and constructive communication is essential to inspiring change and growth.
- Active listening techniques
- Delivering feedback with impact
- Motivating and engaging agents
- Coaching through difficult conversations
3. Setting Goals and Expectations
Great coaches help agents set clear goals and expectations for performance and development. Learn how to establish measurable goals that align with team and organizational objectives.
- SMART goal setting (Specific, Measurable, Achievable, Relevant, Time-bound)
- Tracking progress and outcomes
- Adjusting goals based on performance
4. Performance Management and Development
Coaching is crucial in improving both individual and team performance. Our program teaches you how to analyze performance, identify improvement areas, and create development plans.
- Using KPIs and metrics to identify coaching needs
- Creating personalized coaching plans
- Handling underperformance and nurturing top performers
5. Motivation and Accountability
A good coach doesn’t just train—they inspire. Learn how to motivate agents to perform at their best while holding them accountable for their results.
- Motivational techniques for diverse teams
- Creating a culture of accountability and ownership
- Building confidence and self-reliance in agents
6. Building a Coaching Culture
To have a lasting impact, coaching should be embedded within the culture of your contact center. Our program shows you how to build and sustain a coaching culture that drives continuous improvement.
- Fostering a feedback-friendly environment
- Encouraging peer-to-peer coaching
- Integrating coaching into daily operations
Benefits of Certification
Becoming a Certified Contact Center Coach offers tangible benefits not only for you but for your entire team:
Enhanced Leadership Skills: Develop the skills to manage and mentor your team effectively, becoming a stronger leader in your organization.
Improved Agent Performance: Well-coached agents perform better, leading to improved customer interactions, faster resolution times, and higher customer satisfaction scores.
Employee Retention: Coaching helps employees feel valued and supported in their development, leading to higher job satisfaction and retention.
Increased Operational Efficiency: Effective coaching results in more streamlined operations, fewer errors, and less rework, which increases productivity and reduces costs.
Better Customer Outcomes: Ultimately, great coaching leads to better-trained agents who are equipped to deliver exceptional customer service, enhancing your company’s reputation and customer loyalty.
Who Should Take This Program?
The Certified Contact Center Coach program is ideal for contact center leaders who are responsible for driving team performance and development. This includes:
- Team Leaders and Supervisors: Build stronger relationships with your agents and become more effective in guiding them to success.
- Training Managers: Elevate your training programs by incorporating structured coaching techniques into your onboarding and ongoing training.
- HR Managers and Consultants: Develop coaching strategies as part of your broader employee development initiatives.
- Contact Center Managers: Drive organizational performance by equipping your managers and leaders with advanced coaching tools and strategies.
Get Certified Today and Transform Your Contact Center
If you’re ready to take your coaching skills to the next level and create a high-performing, engaged, and motivated team, the Certified Contact Center Coach program is for you. Don’t just manage your team—lead them to success.