4 Facts That Nobody Told You About Coaching Employees

Myra Golden Media

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Consistent – You can’t give corrective feedback sometimes, and then other times turn a blind eye. Your feedback and discipline must be impersonal.

7 Sales Coaching Techniques To Elevate Trust And Sales Performance

Integrity Solutions

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Strategies: Coach everyone.

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Sales Coaching: How To Accelerate Your Sales Team’s Success?


It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota.

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Sales Management Coaching Skills For Growing Tech Companies

Integrity Solutions

Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching. The Coaching Skills Every Tech Sales Manager Needs.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The Complete Sales Coaching Guide: Tips and Techniques from Sales Leaders


It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. What is Sales Coaching?

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Key Steps to Successful Agent Coaching

NICE inContact

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped what was expressed during previous coaching sessions. Secluded (or Private) Coaching Area.

5 Strategies for Improving Call Center Coaching Sessions

NICE inContact

As many managers know, there’s an art to delivering constructive feedback to employees. When executed correctly, regular coaching sessions can inspire agents to elevate their performance to new heights. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies.

Contact Center Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches


Think less boss/worker relationship and more coach/player dynamic. In fact, the coaching model has emerged as a new standard for supervisors with a renewed focus on helping agents to continuously improve.

How to Coach Your Call Center Agents Into Excellent Customer Experiences In Every Interaction


Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care.

Coach Agents More Effectively: 5 Steps to Master Asynchronous Call Review


Coaching agents at scale is no easy feat. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. This is why asynchronous call coaching is the ideal method for driving agent performance improvement. Leaders can listen to calls between meetings and then provide the agent with constructive feedback during 1:1 meetings. Step 1: Getting Started with Asynchronous Coaching.

7 Tips for More Inspiring Quality Feedback in the Contact Center

Monet Software

Some agents arrive knowing how to accept and incorporate feedback. Responses to constructive criticism can range from dejection to defensiveness. Making QA feedback a regular occurrence has many benefits. Regular feedback also allows leaders to strike while the iron is hot.

Why your people are the key to getting great customer feedback

Inside Customer Service

Most guests probably say, "fine" without even thinking, but I had some constructive feedback to share. Three other hotel employees had ignored the feedback I gave them throughout my stay. When are customers sharing feedback? Why do employees miss out on feedback?

Contact Center Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches


Think less boss/worker relationship and more coach/player dynamic. In fact, the coaching model has emerged as a new standard for supervisors with a renewed focus on helping agents to continuously improve.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

NICE inContact

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Additionally, think about the last time you provided verbal feedback about lagging performance. Thus, it’s not surprising to see this behavior in coaching and management as well. Do your agents scatter like ants when they see you coming?

Episode #3 – Addressing Negativity at Work

Russel Lolacher

In episode three of Relationships at Work, I chat with Kate Nasser , author and People-Skills Coach, as we look at identifying negativity in the workplace and how to address it for ourselves and for our organization. Or did it sound constructive?

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

Monitoring Sans Coaching. Employees expect and deserve feedback and guidance on their performance. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training. Just as your employees need training before they speak to your customers, everyone who reviews customer service interactions and gives employees feedback needs to receive coaching. Overwhelming Those Who Monitor and Coach.

8 Simple Ways to Improve Agent Performance in the Call Center


Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Offer coaching sessions. Give constructive feedback. Ready to level up your call center team this year?

Trying to Hire Millennial Employees for Customer Service Roles? Make Sure You’ve Mastered These 3 Things First.

Myra Golden Media

A solid coaching and motivation strategy. You’re going to have to coach to develop your people because this is extremely important to Millennials. Coaching and Motivation Strategy. Millennials grew up getting constant praise and feedback from their parents, teachers, coaches, and peers. In the workplace, they want your feedback. A lack of feedback is a de-motivator for Millennials.

Performance Management for Appointment-Based Businesses

CallSource Insights

Performance management shows how many inbound calls are true prospects, a breakdown of appointments made vs. missed opportunities, employee phone performance data, missed opportunity alerts, and call coaching opportunities. Create accountability through regular monitoring and employee feedback. Get feedback (positive & negative) from your employees. Coaching vs. Training. What exactly is coaching? So how does coaching differ, and how can it help you?

Three Steps to Being Confident and Prepared When Talking to Employees About a Problem

Myra Golden Media

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. You can use Know, Feel, Do to coach employees on a process, attitude problem or any performance issue. My popular video: How to Solve Your Biggest Problems with Coaching Contact Center Agents. This is you. Confident and Prepared.

Skill transfer by Robert C. Davis and Associates: The doing phase of the skill transfer process for contact centers

Robert Davis

As a leader, you must be persistent during Step 3 of the skill transfer process – Practice with Coaching. In the practice with coaching step, remember: Make it safe to make a mistake. Be totally non-critical at the beginning and increasingly constructive as the team improves.

How to Evaluate Call Center Agent Performance


How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from. Constructive feedback isn’t always centered around negative feedback or areas for improvement.

Why Do Agents Go Off Script? Mistakes vs Improvisation


When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. An overwhelming majority of agents in our survey identified company training and 1-on-1 coaching as helpful tools to mitigate mistakes. Share on Twitter.

KPI Series: Reducing Manager Requests and Escalations


When managers have to interact with customers due to an escalation, it pulls them away from agent coaching, training, and other duties that can help reduce other escalations. Training also requires coaching on handling escalations. Use Real-Time Coaching.

7 Call Center Agent Training Tips to Educate Your Reps


Ensure that your supervisors evaluate your agents based on your set KPIs and give you periodic feedback. During coaching sessions , use case scenarios and practical demonstrations to illustrate your points. Provide Constructive Feedback.

Amazing Business Radio: Marilyn Suttle


Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. If an employee does not have the right attitude or behavior, a leader needs to step in and provide feedback. Hearing from a peer, even if it is constructive feedback, has a better impact on employees. Color Your Customers’ World.

How to Improve Call Center Agent Productivity


Give positive and constructive feedback. Create a culture in your call center where both managers and agents feel empowered to offer feedback. Give positive feedback to your agents in public, and offer constructive critiques in private.

Everything You Need to Know About Call Center Quality Assurance


Further, it helps employees actively engage in regular training and coaching programs to make them more productive and happier at work. The call centers use various tools for coaching and data analysis like call routing features. Regular feedbacks. Get feedback and work on them.

6 Essential Call Center Manager Skills


In this post: Develop emotional intelligence Provide effective employee training Learn to embrace new technology Master effective conflict management & resolution Give your employees targeted feedback Appreciate your employees Refine your call center manager skills.

How the Power of Psychic Income Motivates Agents to Succeed


At the same time, it’s essential to keep any individual constructive criticism private. . Instead of taking your complaints public, your employees need time to process mistakes and absorb your feedback in a safe setting.

4 strategies to prevent acquiescence bias in your customer surveys


When you count on customer feedback for actionable insights, biased answers will cause you to take the wrong actions – and taking the wrong actions can have serious consequences for your business. Make it clear that constructive criticism is what makes positive business changes possible.

55 Improvements I Hope You Make To Your Customer Experience

Myra Golden Media

Give employees constructive feedback on their service interactions. Coach your employees always to be friendly and engaging. Provide quality assurance monitoring of all interactions, giving feedback to employees. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG Consulting

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task. Evaluate a large enough sample of interactions in each channel to make the feedback valuable.

Guide Customer Success Teams to Successfully Close the Loop with Customers

Satrix Solutions

This happens because few capitalize on the feedback in such a way that it resonates with customers and enhances their experience over time. The follow-up process conveys an important message to customers that their feedback was heard, and the company is committed to acting.

5 Lessons You Can Learn From Schitt’s Creek on What Makes a Good Manager


Coaching your team leads to better business results. But Stevie used what she learned from him to coach up and acquire funding to expand the Rosebud Motel across the nation. Ramp up coaching in your contact center and carve out time to give feedback to your agents daily.

10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training


A good manager is a good coach. Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Turns out managers like you only have 7% of their time available for deep work, like training and coaching.

3 Projects to Refresh your Customer Service Strategy and Relieve Stress


Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start. But, how do you start implementing consistent coaching and training?

How to Make a Call Center Agent Engagement Survey


Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Do you receive constructive feedback from your manager?

Big Changes Need Big Data 


SoFi’s QA team captures feedback from multiple support channels and communicates constructive coaching directly to agents, team leads, and managers. On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq).