Webinar - The Coaching Imperative: Effective Development for Customer Contact

Speaker: Lauren Pragoff, Prinicipal Contributor and Vice President of Effortless Experience

Most customer service executives struggle to identify the last time that their organization held professional development specifically designed for their supervisors. This often overlooked population, however, is critical to the success of the function. Specifically, 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.

Join this session to learn more about world-class coaching and best practices for sustaining coaching behavior change.



Breaking Through the CFO’s Budget Firewall: How to leverage recent wins to adapt & scale your go-to-market messaging

Like many folks in Sales who have traveled extensively for business, you may recall when...

  • blog
  • May 22, 2020
Unlocking Your Team’s Inner Drive, Part 1: From Performance to Learning

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

  • blog
  • May 20, 2020
Remove Friction

As the world confronts the human and economic cost of COVID-19, sales leaders must focus...

  • blog
  • May 13, 2020
5th Challenger Pulse Survey Results

Download the results of the 5th pulse survey now. This series of anonymous surveys to...

  • Infographic
5th Challenger Pulse Survey Results

Challenger surveyed 76 commercial leaders on May 4-6. This post look at changes in sentiment,...

  • blog
  • May 11, 2020
Align Insights

As the world confronts the human and economic cost of COVID-19, sales leaders must focus...

  • blog
  • Apr 30, 2020
Challenger Selling in a Virtual Environment

A disruption like we’re seeing now calls for new ideas, processes and approaches to a...

  • Tool
Review Coverage

As the world confronts the human and economic cost of COVID-19, sales leaders must focus...

  • blog
  • Apr 25, 2020
4th Challenger Pulse Survey Results

Challenger surveyed 108 commercial leaders on April 14-16. This is the fourth time we’ve built on data originally gathered on March 6th; or what feels...

  • blog
  • Apr 20, 2020
4th Challenger Pulse Survey Results

Challenger has conducted a series of anonymous surveys to our constituents, as part of an...

  • Infographic
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
Bold Decisions During Uncertain Times

I’ve been talking to a number of customer service leaders over the last three weeks,...

  • blog
  • Apr 07, 2020
Customer Service Leaders in Response to Coronavirus

Download the infographic with insights into how customer service leaders and organizations are preparing for...

  • Infographic
Navigating Customer Service and Support in Uncertain Times

It’s safe to say that the first few months of 2020 will not be soon...

  • blog
  • Mar 13, 2020
How to Drive Your AHT Down to Zero

I love Dilbert cartoons. My favorite closely aligns with my day-to-day work and portrays Dogbert...

  • blog
  • Feb 05, 2020
Building the Business Case for Customer Effort

The Building the Business Case for Customer Effort whitepaper breaks down compelling reasons to track...

  • Whitepaper
Key Capabilities to Drive Contact Center Rep Performance

Download the Key Capabilities to Drive Contact Center Rep Performance whitepaper for insights into how...

  • Whitepaper
The Uncommon Customer Experience: Service

Download the Uncommon Customer Experience Service Whitepaper for insights into what's needed to build a...

  • Whitepaper
A Megaphone For Complaints: Social Media’s Impact on Customer Service

You've seen the social media posts that have gone viral when a company's customer service...

  • blog
  • Dec 19, 2019

Want to get started with Challenger?

Get in Touch