What is the role of the Coach in a Contact Center environment? It really depends on whom you ask. Many common responses from Supervisors/Managers are:
- To Mentor
- To Lead
- To Motivate
- To Encourage
- To Guide
In contrast, many common responses from Contact Center Agents are:
- To Correct Adherence
- To Provide Stats
- To Shorten AHT
- To Produce Reports
- To Point Out Errors
- You can quickly see the varied perceptions of the role of a coach…but what should it be? We can start by asking a few key questions.
Are we truly motivating, encouraging and mentoring our Team Members?
How would your Team Members describe the effectiveness of the coaching/feedback they receive?
Are the things we feedback to our agents directly related to the satisfaction of the customer?
In many cases, feedback in a contact center environment focuses on emphasizing an agent’s short-comings and involves telling the agent what to change and how…
View original post 318 more words