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Coaching is one of the most widely touted (and rightly so) methods of moving the needle in the
call center. What is surprising is that so many organizations have so little information on how
much, why or even the amount of coaching that is conducted in their call centers. In such a
highly-measured culture where sometimes it seems as if every action is tracked, coaching is one
of the last holdouts.
To truly make coaching a part of your culture, try implementing some of these suggested metrics for your coaching scorecard. Implement a coaching scorecard today and find out how coaching is working for you.
How much coaching is occurring? Which supervisors are coaching more than others? How many coaching sessions are actually being held vs. scheduled? Are low performers receiving the lion’s share of coaching?
Now that you have some meaningful metrics to drive this powerful performance lever, it’s time to
evaluate where you are and create a strategy for improvement. These additional resources can
provide some of the information you need to create and manage a best practice coaching
Now bringing you back...
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