Coaching

Turn the lucky few into the lucky many

Robert Cowlishaw

Why does sitting next to a high performer improve performance?

See and repeat. You see the little details that make them great and repeat it. It is March, so in the words of the late great basketball genius John Wooden,

“It’s the little details that are vital. Little things make big things happen.”

 John Wooden won 10 NCAA Championships in a 12 year span - he knows what he’s talking about.

When we are around a high performing individual, whether at the office, in the classroom or at practice, we receive the benefit of seeing everything firsthand. Every behavior, every skill, every action.

Positive Spillover

So it’s no shock what Northwestern’s Kellogg School of Management found when looking at high performers' impact on coworkers sitting next to them.When sitting within a 25-foot radius of high-performers, coworkers boosted their performance by 15 percent (They call this positive spillover.)

Unfortunately, only a select few get the opportunity to sit next to high performers. But why should only the lucky few get to learn from the best? They shouldn’t. Everyone should.

Share greatness with everyone

 That’s why we package the little details that make people great and share with everyone - spilling the positive impact everywhere.

  • Work at home? Learn from the high performers at the office.
  • Work on Larry’s team? Benefit from the high performers on Sam’s team.
  • Work in Arizona? Grow from high performers in Texas.

Today’s little details are hidden in data. 

AmplifAI brings data together and makes the most important details accessible, so everyone can learn from the best.

We're giving away a new TV to show how much we like to share high performances.

 We love sharing high performances so much, we’re going to bring your favorite performers directly into your living room, with a new Samsung QLED 4K TV ..... so you can see every detail (every buzzer-beater, every episode, every scene) even better. Schedule a 30-minute demo to enter to win a new TV.


Sales Preview

The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Sales
Types of Objections
The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Sales
Overcoming Objections - Part 1
The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Sales
Overcoming Objections - Part 2
The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Sales
Overcoming Objections - Part 3
Access The Entire Library for Free
Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

call center coaching cta@0.5x

Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

schedule demo CTA 2

Call Center Coaching

The Comprehensive Guide to Improving Agent Performance

Start Learning
Improved Call Center, Contact Center Coaching
Improving CSAT at Your Contact Center or Call Center
How to Improve the Teams at Your Contact Center or Call Center
Improving Sales at Your Contact Center or Call Center

Learning Library Preview

The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Sales
What Is Upselling?
The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Collections
Pre Call Preparation
The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Soft Skills
Vocal Confidence
The AI-Driven Performance Enablement Platform Built for Enterprise Teams
Coaching
Preparing for Coaching
Access The Entire Library for Free

Stay Connected

Join the other leaders who receive our posts by email
Recommended Reading