Coaching

What does a person need to change behavior?

Melissa Pollock
What does a person need to change behavior?

This is a question best resolved with a formulaic answer:

Know How + Willingness = Action.   

We coach to affect a person’s know-how to do a certain thing, but how we coach affects their willingness to change how they do it

Behaviors we want to see repeated are traditionally positive, or effectively applied to the situation and therefore produce desired or beneficial outcomes.  Behaviors we want to see changed are typically either absent or ineffectively applied and therefore produce undesired or consequential results. 

The intriguing thing is that we are managing people in roles we previously excelled in ourselves, so we certainly know how to do the job both efficiently and effectively…Why then is it so hard to get people to change behaviors?

Want to know why? Keep reading here.

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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

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