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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Session 301: Flexible Coaching: A Workshop to Build Your Toolbox

Dianne Durkin  (President & CEO, Loyalty Factor)

Location: Session page in app

Date: Wednesday, May 17

Time: 4:30 pm - 5:15 pm

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Vault Recording: TBD

Todays leaders and managers cannot rely on the power given to them by their position alone. Their leadership style must adapt, depending on the needs and goals of their employees and customers. This flexibility helps them encourage each individual to maximize their talents and take responsibility for their actions - opening the door to coach them to be their best.
Recent studies have shown that 85% of the workforce wants holistic coaching so that they can continually improve and grow. In this workshop session, we will unlock a systematic process for intrinsically motivating employees. In this five-step process, leaders and managers will learn how to utilize questions as their most powerful asset, and will outline a key questioning strategy for each step. By using this process, leaders will encourage employees to enhance individual performance and increase their contributions to the team.
Effective coaching is a key method to increasing productivity and profitability in your organization. Help your team be the best they can be by discovering new ways of honing your leadership skills through flexible coaching.


Unlock the tools to recognize individual situations and goals of employees and customers, and use a coaching process to achieve maximum results.
Support employees through coaching methodology to enhance individual performance and growth – increasing contributions to your organization.
Explore how to provide feedback which supports, engages and empowers employees in their development while building trust and enhancing relationships.
Learn a 5-step process for coaching employees, including a key questioning strategy for each step in the process. This is essential for objectively guiding employees through the process.
Outline development growth and development plans that ensure long-term commitment to your organization.