COACHING
ILLUSTRATION PROVIDED BY ADOBE STOCK
UNLEASH
THE POWER OF YOUR TEAM ! FULL-SPECTRUM COACHING IS THE KEY .
BY KATHRYN E . JACKSON , RESPONSELEARNING CORPORATION
In a trend that is only increasing , call center managers are embracing artificial intelligence ( AI ) and machine learning to solve simple customer issues . This leaves the most complex , difficult , and outside-of-the-norm problems for agents to handle .
THE “ ARTIFICIAL INTELLIGENCE REVOLUTION ” CHALLENGES CALL CENTERS TO EMPLOY ONLY THE BEST . NOW , EVERY AGENT NEEDS TO BE AN EXPERT .
The “ Artificial Intelligence Revolution ” challenges call centers to employ only the best . Now , every agent needs to be an expert .
According to a study by the Journal of Applied Psychology , the productivity gap between top performers and their colleagues is staggering . For complex jobs , the top 1 % can be up to 125 % more productive than average performers .
In years gone by , it was easy to accept a bell curve of performance as inevitable . All call centers had a few stars , a bunch of average players , and a handful of stragglers .
But what if we could shift that curve to meet our new reality ? Imagine a team where everyone performs at an expert level . It ' s not a dream .
It ' s an achievable reality : if we embrace a robust coaching and training environment .
WHY SETTLE FOR AVERAGE ?
The difference between a mediocre team and a powerhouse lies in how we support and develop our people . From hiring to ongoing support , every step counts . But if you really want to bridge the performance gap , focus on continuous coaching and training .
Of course , effective coaching and training includes setting clear expectations for the agents and providing consistent , timely , and accurate performance feedback . In addition , in this environment , we need to develop expert skills through something we call “ full-spectrum coaching .”
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