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.
of frontline staff members
report that their supervisors provide coaching in a critical or neutral tone.
Ready to Transform?
Contact us today and find out how to coach your supervisors to successContact us
“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.”