Coaching

Why is it so hard to get people to change behaviors? Part 1

Melissa Pollock
Why is it so hard to get people to change behaviors? Part 1

We've said we coach so people know what behaviors to repeat, and what behaviors to change.  It’s not news that change is interpersonally uncomfortable, but what we may not be considering is that human beings also do not change just because we’re asked.  Let's be clear - we all want to do better, but if we knew how to change in order to do, or be, better at something, we likely would!

We ask directs to do or achieve an outcome, like hit a sales or a service goal – or we ask them to achieve something conceptual but non-specific, like ‘be more empathetic’, or ‘more sincere’, or ‘less formal’.  As such, coaching conversations are not often about specific behaviors to do, or not do, but are more often just discussions of desired results that carry an expectation for the individual to know how to go make it happen. 

Talk about setting ourselves up for disappointment; this is why most good employees leave us – not because we’re horrible managers, but because we’re incapable of modifying behavior to mobilize morale and performance in our people!

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Result
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Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
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Winning additional client headcount
30% improvement in sales conversion
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Retaining talented people
8-point reduction in turnover
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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!

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Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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