If you’re concerned about coaching impact and ROI, then you must master these 5 Steps to Coaching Effectiveness!
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.
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.
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.
AmplifAI's CEO will lead a discussion with industry titans at Customer Contact Week 2022 Event in Las Vegas.
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.