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.
If you’re concerned about coaching impact and ROI, then you must master these 5 Steps to Coaching Effectiveness!
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!
How can you improve efficiency during an economic downturn? It starts with data analysis, optimizing customer experiences, streamlining processes, adapting to change, and supporting and training your call center employees.
A daily gameplan has been created to help others lead like the best in 2023, based on the actions of top talent from the previous year. The plan includes activities such as coaching, recognition, sharing best practices, and having fun with the team, and aims to show that focused, consistent action creates results.
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.
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.
In a conversation with a prospective customer last month, we were talking about augmenting managers' time and coaching competency and we were asked, "How do you save my team leaders time and help make them better coaches?" It's an excellent question, and one we're often answering so we thought we'd share it.
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!
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.