CCMA Workshop - Team Coaching: How Coaching fits in the era of the New Contact Centre
Date: 15/09/2026
Venue: Louis Fitzgerald Hotel, 1A Naas Rd, Newlands Cross, Dublin 22, D22 X5N7.
The role of coaching within the contact centre continues to evolve. With hybrid working and the use of AI traditional coaching models are no longer effective. This leads us to ask - If realtime prompts are available, why coach at all?
During this workshop facilitated by Cormac Murphy of Ennovate Consulting we will discuss the following:
- The value of the agent conversation.
- Coaching preparation.
- Effective group and individual coaching.
- Building organizational knowledge to get the most from a coaching model.
We will go through the coaching workflow including:
- Building a quarterly coaching plan based on call semantic analysis, sentiment and request types.
- Group coaching safety; when so much more is available as a metric, staff feel more exposed, safety becomes even more of a concern.
- Searching for a session plan and the session preparation process.
- Running an individual and a group coaching session. Review of the previous take-aways, facilitating effective conversations. Generating good takeaways.
- Use of AI to capture unique outputs from the session; building corporate knowledge.
This workshop will commence at 9.30 a.m. and conclude at 12.30 p.m.
The cost for this 3 hour workshop is €75 for CCMA members and €100 for non members and is limited to 20 places.
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