Coaching

Why Do We Coach?

Melissa Pollock
Why Do We Coach?

If you think about it, we typically answer this question with statements like, "to improve performance", or "to meet goals", or just bluntly, "to get better results".  These though are the end results we hope to achieve.  So what is it fundamentally that we want from coaching?  What is the return on our time investment?

The simplest answer is, we coach so people know what behaviors to repeat, and what behaviors to change.  Inspiring the desire for someone to repeat behavior, or change behavior, means equipping our managers with the ability to develop humans to higher levels of engagement and performance.  Such inspirational leadership is a combination of elements that blend the practiced art of human handling, with the proven science of structure and methodology.  

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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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