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!
According to DDI, the #1 reason Frontline Leaders fail is because of interpersonal skills associated to coaching. And, 80% of Agents who leave, do so because of their direct Supervisor.
How do you develop your contact centers coaching competency and consistency, at scale, across multiple teams, programs, sites and locations? You leverage technology to augment both your processes and your people!
Skill gaps are growing – because of the continued digital evolution and increasing necessity for contact center Agents to apply deeper relationship-building, multi-tasking, and problem-solving skills.
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!
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.
Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.
Consider this...all behavior IS action, but there are different categories of actions, and that differentiation is extremely useful when observing and evaluating performance in preparation for coaching.
ICMI Featured Contributor Article. To help agents better connect with humans, we need to teach, expect, and measure the use of interpersonal communication and influence behaviors (aka, soft skills!) like warmth, personalization, informality, interest, and caring (aka, empathy!).
I was giving a presentation about Millennials at a conference earlier this year. We were in a breakout activity discussing how to coach a Millennial employee on a particular topic and were talking about the need to connect the requested task to the overall mission of the organization and value to the customer.