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
Whitepaper

The Coaching Imperative

Coaching is the top driver of rep performance. Find out why coaching is so powerful, what bad coaching looks like, and how to implement good coaching on your teams.

Ready to Transform?

Contact us today and find out how to coach your supervisors to success

Contact us

Resources

Winning the Challenger Sale, Episode 7: Resolving Buying Group Conflict

Welcome to the Winning the Challenger Sale (WTCS) webinar series, currently in its third season....

  • blog
  • Aug 19, 2022
2022 Pulse 6 Survey Results

Challenger conducts pulse surveys to uncover and explore current trends in the sales industry.

  •  Infographic
Winning the Challenger Sale, Episode 5: Persuasive Storytelling

Welcome to the Winning the Challenger Sale (WTCS) webinar series, currently in its third season....

  • blog
  • Jun 14, 2022
ChallengeHer Series: An Interview with Preeya Voss

For too long, the sales industry has excluded, diminished, or downright ignored the voices and...

  • blog
  • May 23, 2022
A New Sales Challenge: Gridlocked Purchasing

Nowadays, thanks to companies like Carvana and Autotrader, it has become less necessary to interact...

  • blog
  • May 05, 2022
2022 Pulse 4 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
Thriving In A Buyer’s Market: Key Emerging Trends In Customer Purchases

Today’s winning sales teams anticipate changes in buying behavior by placing the buyer’s perspective front...

  • blog
  • Apr 27, 2022
Do Barefooted People Really Need Shoes?

Let’s face it. Most people aren’t that fond of taking retrospective surveys. They take up...

  • blog
  • Apr 11, 2022
2022 Pulse 3 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
Supply and Demand: Is Transparency the Cure?

Some Key Questions Suppliers Need to Ask Themselves in 2022 It seems impossible, now that...

  • blog
  • Mar 17, 2022
Active Listening: More Than Just a Soft Skill

With distractions all around us, it is no surprise that many people struggle to remain...

  • blog
  • Jun 15, 2022
Turning Mediocre Supervisors into World Class Coaches

Imagine asking reps or supervisors in your contact center: “Who was the best coach you...

  • blog
  • May 27, 2022
Why Year-End Reviews Aren’t Enough

We’re hot off everyone’s favorite season of the year: year-end reviews! You’ve met with your...

  • blog
  • Apr 26, 2022
Assessing the Impact of an Effortless Experience

We’re delighted and honored to share our silver Stevie Award for being one of the...

  • blog
  • Apr 05, 2022
We’re Getting Noticed!

Challenger is incredibly honored to announce that we’ve recently won two big Industry awards for...

  • blog
  • Mar 16, 2022
CEO Statement on the Challenger Rebrand

Challenger recently refreshed our logo and other brand elements. Our CEO, Andee Harris' statement on...

  • blog
  • Feb 25, 2022
To Stand or Not To Stand

I finally did it. After talking about it for over a year, I finally invested...

  • blog
  • Feb 25, 2022
What Your Customers Want . . . TODAY

FACT: We all feel different as customers today than we did two years ago. Personally,...

  • blog
  • Feb 14, 2022
Can You Help Me Train for Emotional Intelligence?

From time to time, companies ask us if we can train their customer service reps...

  • blog
  • Jan 20, 2022
The Worst Question a Service Rep Can Ask

Portions of the following blog are excerpts from our book, The Effortless Experience That title...

  • blog
  • Jan 05, 2022

“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

“This investment in coaching, and the overall development of our people, has changed the culture of our call center. You can see it in the data and out on the floor every day in how we help customers.”

Jim LeMere Director, Northwestern Mutual

“When questioned about the increase in our scores, I shared that it’s all about having great people who now have great strategies.  With the Effortless Experience™ skills, we can insulate the customer from all of the back office noise.  You can trust your people to stand in that gap.”

Marian Favors Director, Customer Support, Karl STORZ