Customer Service Skills Coaching - Silver

Issued by Blue Cross and Blue Shield of North Carolina

Earners of the Customer Service Skills Coaching - Silver digital credential have developed and demonstrated skills to leverage data to support customer service skills coaching sessions and apply the appropriate coaching model for their audience. They participated in learning from contact center industry experts on best practices to understand techniques and pitfalls to avoid in the skills coaching process. They understand and exhibit Blue Cross NC models for skills coaching and leadership.

Type Learning
Level Intermediate
Time Months
Cost Free

Skills

Earning Criteria

Successfully complete all 8 sessions of the Certification program for Customer Service skills coaching, including the coaching storyboard capstone project.
Apply and practice Customer Service skills coaching in two live virtual reality learning simulations that provide practice in realistic situations. Apply feedback given from the sessions to improve skills.
Complete at least 1 calibration to continue to expand upon skills acquired during the certification program.
Apply and demonstrate skills on the job for a minimum of 50 hours of Customer Service skills coaching experience.
Demonstrate proficiency with a 2 - 4 increase in team FCR and maintain that proficiency level.
Complete at least 1 workshop to continue developing skills that support effective Customer Service skills coaching, such as time management, data analysis, and coaching skills. Continue to work on monthly required calibrations and workshops.