In a previous post we discussed improving call center operations by optimizing the work environment. Another way to have a substantial, positive impact on call center operations is through coaching to help develop the employees representing your company.
Coaching is important in many businesses: it’s an employee’s relationship with her/his immediate supervisor that plays the largest role in that person’s job satisfaction.  This is certainly the case in call center operations where teams can be large and the opportunity to interact with one’s supervisor may be limited.  Since satisfied workers lead to less turnover and greater productivity, what can supervisors do to coach effectively and develop the talent on their teams? (more…)