Help! I Don’t Have Time to Give Feedback!


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I know that managing a contact center involves many important functions, all of which take time, energy, and talent. What we often find with our clients is that managers fail to view giving feedback as one of them. It’s crucial for you to be able to mange your time and your tasks so that you can incorporate coaching into your daily routine as a manager.

Need some further inspiration? Think of how much more time you’d have in a day or in a week if you didn’t have to:

  • Hire and train new reps to replace the ones who left because they felt unappreciated.
  • Put out fires that could have been prevented if you had addressed them (via coaching) when they were only sparks.
  • Pull teeth to get you reps to perform well.

Don’t worry. You can find time in your busy day. Just start slowly…and start positively. Here’s how. Starting tomorrow and throughout the rest of the week, put two quarters in your left pocket each morning and look for two people to praise that day. Every time you praise someone, move a quarter from your left pocket to your right one. I know ladies…no pockets. So put the quarters on the left side of your desk and move them to the right. Next week, use three quarters, then four the following week. Once your staff is used to your quick praise, they’ll be open to other types of feedback. You’ll be in the habit of giving regular feedback and lo, coaching has begun!

If you want to improve the coaching skills of yourself or your staff — particularly how to give quick, impactful feedback on a busy call floor—our classroom or blended learning training program, Making It Happen™ , will do just that.

Republished with author's permission from original post.

Peggy Carlaw
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services and training programs help organizations create a customer-focused culture while producing measurable business results. Peggy is also the author of three books published by McGraw-Hill including Managing and Motivating Contact Center Employees.


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