Skills for Coaching Employees: From Potential to Performance


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Suc­cess­ful busi­nesses rec­og­nize the impor­tance of qual­ity lead­er­ship. Hav­ing skilled men­tors at hand to encour­age and engage con­tact cen­ter employ­ees can make or break desired per­for­mance lev­els. While many super­vi­sors and man­agers are nat­ural lead­ers, oth­ers may strug­gle when required to praise or dis­ci­pline employ­ees. Coach­ing plays an impor­tant role in the suc­cess of each team or depart­ment, and con­tributes to the over­all suc­cess a com­pany. If your cen­ter suf­fers from lack­lus­ter lead­er­ship, pro­vide super­vi­sors and man­agers with call cen­ter employee coach­ing train­ing and watch rev­enues increase.

1 in 3 employ­ees don’t think their boss is an effec­tive leader. Source:

Coach­ing Skills Train­ing Increases Employee Productivity

When employ­ees’ are super­vised by effec­tive lead­ers, their pro­duc­tiv­ity increases. Effec­tive lead­ers are skilled at prais­ing employ­ees for a job well-done, and expert at cor­rect­ing unde­sir­able employee behav­iors. Call cen­ter coach­ing skills train­ing teaches super­vi­sors and man­agers how to con­nect with employ­ees. When employ­ees’ are engaged they are more recep­tive to coach­ing, and man­age­ment is able to max­i­mize time spent with each employee to improve his or her performance.

Coach­ing Skills Train­ing Decreases Employee Turnover

Employ­ees who have reg­u­lar, pos­i­tive inter­ac­tions with man­age­ment are more engaged, and feel that their work efforts are val­i­dated. Engaged employ­ees’ work more effec­tively, pro­vide sug­ges­tions to improve com­pany pro­ce­dures, and try harder to exceed cus­tomer expec­ta­tions. And most impor­tantly – they are less likely leave. Coach­ing skills train­ing pro­vides man­age­ment with the tools nec­es­sary to effec­tively engage employ­ees. When employ­ees are engaged, it is much eas­ier to cre­ate a pro­duc­tive envi­ron­ment, where employ­ees feel like a team and each mem­ber feels his or her effort impacts the over­all suc­cess of the company.

Coach­ing Skills Train­ing Opti­mizes Cen­ter Performance

Coach­ing skills train­ing for call cen­ter super­vi­sors and man­agers opti­mizes cen­ter per­for­mance by increas­ing employee pro­duc­tiv­ity, reduc­ing employee turnover, and improv­ing employee com­mu­ni­ca­tion skills. Coach­ing train­ing teaches super­vi­sors and man­agers how to best com­mu­ni­cate with their employ­ees, and with each other. When man­agers and super­vi­sors are com­mu­ni­cat­ing well, it not only sets a high bar for all employee inter­ac­tions, it also aids in expe­dit­ing cus­tomer issue res­o­lu­tion. When man­age­ment speaks a com­mon lan­guage and has great rap­port, they are more will­ing to help one another out and work together to achieve high cus­tomer sat­is­fac­tion scores.

Pro­vid­ing your call cen­ter lead­er­ship team with coach­ing skills train­ing is a small invest­ment that will reap great rewards. New super­vi­sors and man­agers will gain the con­fi­dence they need to suc­ceed and vet­eran man­age­ment staff will be reminded of the ben­e­fits gained from reg­u­lar inter­ac­tions with employ­ees. Coach­ing train­ing is a proven method of trans­form­ing super­vi­sors and man­agers with poten­tial into high per­form­ing professionals.

Republished with author's permission from original post.

Rachel Miller
Rachel Miller is the Customer Engagement Manager at Nimble - a simple, affordable social relationship manager.


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