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

What’s Your Plan for ‘The Close’?

Challenger is currently conducting a wide-scale study on the current state of negotiations in B2B...

  • blog
  • Dec 04, 2020
The Challenger Method: TEMPO | Plan to Close

Download our TEMPO | Plan to Close whitepaper and get more insights on how to...

  • Whitepaper
Three Ways To Design for Human Error In Your Sales Enablement Strategy

Central to good design theory is the idea of knowledge in the head versus knowledge...

  • blog
  • Dec 02, 2020
No Sales Experience Gone Wrong

Access this whitepaper to learn how to build a can’t miss sales experience that boosts...

  • Case StudyWhitepaper
11th Challenger Pulse Survey

November has proven that 2020 is not done with us yet. While the presidential election...

  • blog
  • Nov 16, 2020
11th Challenger Pulse Survey Results

Download the results of the 11th pulse survey now. The 11th pulse survey continues to...

  • Infographic
“No Decision” Cost Calculator

How does “no decision” affect your pipeline? Our online cost calculator uses your metrics -...

  • Tool
What Over 10 Years Has Taught Us About B2B Buyers: Our Work Has Just Begun

For more than a decade, Challenger has focused our quantitative and qualitative research on two...

  • blog
  • Oct 26, 2020
How B2B Buyers Choose Their Suppliers: A Decade of Analysis

Download our analysis of how buyers have changed since 2008, how they've stayed the same,...

  • Whitepaper
Challenger Selling in a Virtual (Pandemic) Environment

For months now the most frequent request Challenger has received is for resources to help...

  • blog
  • Oct 20, 2020
Why We Decided to Remove Issue Diagnosis from the QA Scorecard

Quality assurance (QA) has long been considered one of those necessary evils of the contact...

  • blog
  • Jan 22, 2021
Your Customers Need a Consultant

Customer service training has historically been focused on soft skills - teaching reps to be...

  • blog
  • Dec 08, 2020
Are You Expecting an Effortless Black Friday?

Ahhh, Black Friday.  A day that historically kicks off the holiday shopping season with massive...

  • blog
  • Nov 09, 2020
Customer Service: Greasing the Wheels of Wallet Spend

Last year, I had a bad customer service experience. It was a months-long struggle to...

  • blog
  • Oct 29, 2020
Effective Virtual Training: Lessons Learned (Part One)

Work-from-home programs have long been popular in contact center organizations for numerous reasons (employee engagement...

  • blog
  • Oct 19, 2020
Still Waiting for the Elusive Return to “Normal”: Fourth Service Leader Pulse Survey Results

As we wind down the summer, the Effortless Experience team at Challenger deployed our fourth...

  • blog
  • Sep 14, 2020
Why Effortless Experience™? – From the Client Angle

When we talk to new companies about what our best clients believe about an Effortless...

  • blog
  • Aug 31, 2020
Effortless Experience™ Guides

Access these two guides to begin driving a low-effort experience for your customers.

  • Whitepaper
So You Think You Can Change?

Think about the last time you tried something new. Most likely, you felt excited, but...

  • blog
  • Jul 30, 2020
Being the Best Virtual Coach You Can Be

Being a successful coach is tough. Being a successful coach when you are working from...

  • blog
  • Jul 28, 2020

“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