FULL-SPECTRUM COACHING
Full-spectrum coaching consists of educating , modeling , practicing , applying , and inventing . Let ’ s look at each one .
Educating : The Foundation
Think of educating as the foundation of a house . It ' s the " bookwork " phase where employees gather essential knowledge .
This could involve reading manuals , listening to training tapes , or completing worksheets . For example , in a call center , agents might learn about the company ' s products , customer service protocols , and the systems they ’ ll use .
Modeling : Show How It ' s Done
Next up is modeling , where coaches demonstrate expert behaviors . Imagine role-playing scenarios where a coach tackles a challenging customer call while the agent observes . Or consider a new agent shadowing an experienced agent during live calls . It ’ s like learning to cook by watching a chef : seeing it done right helps cement the skills .
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 .
Practicing : Building Confidence
Practice makes perfect , especially in a controlled environment . Picture agents honing their skills through role-plays or computer simulations without the pressure of live customers . For instance , they might simulate handling irate callers until they can effortlessly turn a negative interaction into a positive one .
Computer simulation technology has come a long way in recent years . Suppliers have been evaluating for contact center clients what it takes to implement it well , analyzing its effect on competency , and determining its cost-benefits .
Applying : Real-World Experience
Magic happens in the application phase . It ' s about taking those honed skills into the real world , starting with the coach ' s support and gradually moving to independence . The application phase includes these stages :
• Partnering . The coach and agent work together on calls , gradually shifting responsibilities based on the agent ' s comfort .
• Support . The agent handles calls with the coach nearby , ready to step in if needed .
• Remote Support . The agent is supported remotely with , for example , a help desk . The agent and the support team communicate via chat or other media .
• Polish Stage . The agent works independently , with periodic reviews and feedback sessions .
Inventing : Mastery and Innovation
In the inventing phase , agents become true masters , capable of handling any situation creatively and efficiently . It ' s like a seasoned pilot navigating through turbulent skies with calm and expertise . Here , the coach ' s role is to observe and provide feedback , helping the agent continually refine their skills .
IDENTIFYING COACHING GAPS
Do you know where your coaching gaps are ? Maybe you provide feedback but lack follow-up training , or you focus on education without enough handson practice . Let ' s explore two common pitfalls :
• Feedback Only . Many centers give performance feedback but stop short of actionable guidance . It ' s like telling someone to improve their driving without offering a single driving lesson .
24 CONTACT CENTER PIPELINE
CREDIT : RESPONSELEARNING CORPORATION