Coaching for Supervisors

Our Coaching Capabilities Builder (CCB) framework delivers transformation to your organization through hands-on change management support and direct training for your supervisors. Specifically, your supervisors will learn the skills and framework needed to deliver consistent, effective coaching to your frontline reps.

The program leverages adult-learning best practices and includes live classroom sessions, reinforcement, and online as well as offline learning.

50%
of frontline staff members

report that their supervisors provide coaching in a critical or neutral tone.

Participants receive a before and after view of their coaching effectiveness—through the lens of their direct reports
Our Coaching Leadership Engagement prepares your managers to support new coaching behaviors
Following a 2-day live workshop for supervisors, they’ll practice their new skills through an online learning journey designed to form new habits
Our trainer certification program ensures this isn’t flavor-of-the-month and reinforcement toolkits keep learning fun

When was the last time you held professional development for supervisors on your team?

Join the March 5 webinar to learn more about world-class coaching and best practices for sustaining coaching behavior change

Register Now

Resources

The Two Secrets of Virtual Learning Success

Download The Two Secrets of Virtual Learning Success and get the insights you need to...

  • Whitepaper
Five Steps Sales Leaders Should Take NOW – Even in Uncertainty

The outbreak of COVID-19 is affecting business unlike anything we’ve seen in modern history. The...

  • blog
  • Mar 25, 2020
An Update on Coronavirus Pulse Survey Results

Challenger first surveyed a cross section of B2B commercial leaders on March 6th . We...

  • blog
  • Mar 20, 2020
UPDATE Snapshot of Responses to Coronavirus

Given the rapidly evolving nature of this 'Black Swan' event, we released an updated version...

  • Infographic
Tales From the Road: A Story of Hope From the Last Recession

They always say people remember what they were doing when a major catastrophe strikes…think JFK,...

  • blog
  • Mar 18, 2020
Preparing Sales Teams to Work Virtually in Uncertain Times

The outbreak of coronavirus is propelling a lot of B2B commerce toward virtual. In an...

  • blog
  • Mar 12, 2020
A Snapshot of Corporate Responses to Coronavirus

Given its focus on in-person relationships, few functions are more impacted by the emergence of...

  • blog
  • Mar 06, 2020
Snapshot of Responses to the Coronavirus

Access an infographic with insights into how sales leaders and organizations are preparing for their...

  • Infographic
Turning a ‘Black Swan’ Disruption into a Leadership Opportunity

One of the more exciting opportunities of my job as a Challenger Advisor is “coaching...

  • blog
  • Mar 04, 2020
The AchieveIt Commercial Insight Message

Working with Challenger, AchieveIt overhauled its messaging strategy and emphasized specifically the Reframe, Rational Drowning...

  • Video
Customer Service Leaders in Response to Coronavirus

Download the infographic with insights into how customer service leaders and organizations are preparing for...

  • Infographic
Navigating Customer Service and Support in Uncertain Times

It’s safe to say that the first few months of 2020 will not be soon...

  • blog
  • Mar 13, 2020
How to Drive Your AHT Down to Zero

I love Dilbert cartoons. My favorite closely aligns with my day-to-day work and portrays Dogbert...

  • blog
  • Feb 05, 2020
Building the Business Case for Customer Effort

The Building the Business Case for Customer Effort whitepaper breaks down compelling reasons to track...

  • Whitepaper
Key Capabilities to Drive Contact Center Rep Performance

Download the Key Capabilities to Drive Contact Center Rep Performance whitepaper for insights into how...

  • Whitepaper
The Uncommon Customer Experience: Service

Download the Uncommon Customer Experience Service Whitepaper for insights into what's needed to build a...

  • Whitepaper
A Megaphone For Complaints: Social Media’s Impact on Customer Service

You've seen the social media posts that have gone viral when a company's customer service...

  • blog
  • Dec 19, 2019
CCW Austin 2019: Your Customers Don’t Want a Relationship With Your Reps

Last month, a few of us on the Effortless Experience™ team attended Customer Contact Week...

  • blog
  • Oct 24, 2019
The 3 Things That Bad Customer Service Coaches Do

Are you convinced that coaching is a waste of time because it doesn’t move the...

  • blog
  • Sep 26, 2019
Between a Rock and a QA Hard Place

I overheard a conversation about QA at one of our client's sites recently: "Have you...

  • blog
  • Aug 16, 2019

“What we hadn’t expected was the level of enthusiasm that would begin to permeate the call center well beyond the pilot group…the program has increased our center’s feedback culture, and has impacted our collaboration climate for the better. There is greater knowledge-sharing across the frontline and a greater sense of purpose in the work of serving the customer.”

Location Manager, Nuon

“As a premium provider in our space, our service experience is a true opportunity to differentiate. We saw a 20% reduction in escalations, which means we are solving customer problems the first time around. In fact, our customer VOC reflects that our reps are proactively solving problems before they are a challenge for our customers.”

Randy Kobat, SVP Retail Solutions vAuto

Ready to implement an Effortless Experience?

Contact us