LSA Global Insights Newsletter: Don't Leave Your Employees Out in the Cold...Call Center Coaching Makes a Difference

1.30.2013

Don't Leave Your Employees Out in the Cold...Call Center Coaching Makes a Difference

Sales and service reps who receive consistent and targeted performance coaching outperform their peers 4-to-1.

When it comes to keeping your brand promise to increase customer retention and revenue, the performance of your customer-facing people is critical.

Successful organizations ensure that their front-line managers and supervisors have the skills, time, and incentives to mentor and coach associates daily. This approach sends a strong message about your organization's commitment to quality and service both internally and externally.

While targeted and well designed training sessions can definitely start the development process off on the right foot, tangible behavior change occurs on the job when your staff has the opportunity to apply the skills and techniques.

To make your investment pay off, your customer service managers and supervisors must become directly involved in rewarding, modeling and coaching the desired skills and behaviors every day.

Customer Service Coaching Best Practices

Customer Service Mentoring Best Practices


About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned