The Coaching Imperative - Effective Development for Customer Contact
Very little of the modern contact center resembles the call center of yesterday. Customers are savvier than ever and expectations are a constant moving target.
As a result, companies now hire reps who can be successful in taking control of customer issues. However, companies continue to fill their supervisor ranks by promoting their top-performing reps into leadership roles that they are not prepared to do.
Our research shows that coaching is the best driver of frontline rep performance — doing this well will result in higher performance gains relative to best practices in retention, recruiting, and even training.
Access our on-demand webinar to learn more about world-class coaching and best practices for sustaining behavior change within the customer service function.
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