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

9th Challenger Pulse Survey Results

Download the results of the 9th pulse survey now. This series examines overall sales leader...

  • Infographic
9th Challenger Pulse Survey Results

Challenger’s 9th pulse survey continues to look at overall sales leader sentiment. In addition, we...

  • blog
  • Sep 15, 2020
B2B Buyers Study | Part 3: Do Sellers Meet Expectations?

Access the infographic with the survey highlights here. This post continues the findings from our 2020 B2B Buyers Study.   Part...

  • blog
  • Sep 04, 2020
B2B Buyers Study Part 3 Results

Download the results of the 7th pulse survey now. This series of anonymous surveys to...

  • Infographic
Unlocking Your Team’s Inner Drive, Part 3: Head or Heart?

This is the third article in a three-part series, “Unlocking Your Team’s Inner Drive,” from...

  • blog
  • Aug 31, 2020
B2B Buyers Study Part 2 Results

Download the results of the 7th pulse survey now. This series of anonymous surveys to...

  • Infographic
B2B Buyers Study | Part 2: Are You Ready to Answer Tough Questions?

Access the infographic with the survey highlights here. This post continues the findings from our...

  • blog
  • Aug 28, 2020
What a Book on Negotiations Can Teach Us About Discovery Calls

Recently, I read the book Never Split the Difference by Chris Voss, a former FBI...

  • blog
  • Aug 24, 2020
B2B Buyers Study | Part 1: Buyers Are in the Driver’s Seat

Access the infographic with the survey highlights here. Buyers are in the driver’s seat. The...

  • blog
  • Aug 21, 2020
B2B Buyers Study Part I Results

Download the results of the 7th pulse survey now. This series of anonymous surveys to...

  • Infographic
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
Driving Employee Engagement Remotely – Service Leader Pulse Survey 3 Results

As customer service and support leaders continue to react to and manage through the COVID-19...

  • blog
  • Jun 30, 2020
The Coaching Imperative

Coaching is the top driver of rep performance. Find out why coaching is so powerful,...

  • Whitepaper
The Battleground for Good Customer Service Talent is About to Heat Up

In my previous post about the contact center industry’s response to the global pandemic, I...

  • blog
  • Jun 11, 2020
Coaching Accountability in a Virtual World

Fact: Creating a culture of coaching accountability is hard. Through numerous coaching effectiveness surveys that...

  • blog
  • May 26, 2020
Waning Optimism and Waning Contact Volumes – Service Leader Pulse Survey 2 Results

It has been about six weeks since our first survey results were released detailing service...

  • blog
  • Apr 27, 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