Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

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I know that man­ag­ing a con­tact cen­ter involves many impor­tant func­tions, all of which take time, energy, and tal­ent. What we often find with our clients is that man­agers fail to view giv­ing feed­back as one of them. It's cru­cial for you to be able to mange your time and your tasks so that you can incor­po­rate coach­ing into your daily rou­tine as a manager.

Need some fur­ther inspi­ra­tion? Think of how much more time you'd have in a day or in a week if you didn't have to:

  • Hire and train new reps to replace the ones who left because they felt unappreciated.
  • Put out fires that could have been pre­vented if you had addressed them (via coach­ing) when they were only sparks.
  • Pull teeth to get you reps to per­form well.

Don't worry. You can find time in your busy day. Just start slowly…and start pos­i­tively. Here's how. Start­ing tomor­row and through­out the rest of the week, put two quar­ters in your left pocket each morn­ing and look for two peo­ple to praise that day. Every time you praise some­one, move a quar­ter from your left pocket to your right one. I know ladies…no pock­ets. So put the quar­ters on the left side of your desk and move them to the right. Next week, use three quar­ters, then four the fol­low­ing week. Once your staff is used to your quick praise, they'll be open to other types of feed­back. You'll be in the habit of giv­ing reg­u­lar feed­back and lo, coach­ing has begun!

If you want to improve the coach­ing skills of your­self or your staff — par­tic­u­larly how to give quick, impact­ful feed­back on a busy call floor—our class­room or blended learn­ing train­ing pro­gram, Mak­ing It Hap­pen™ , will do just that.

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  • http://www.unitedwestaff.com Bet­sey Nash

    I like start­ing with the pos­i­tive rein­force­ment so that your employ­ees don't think you have been pos­sessed. Clever. When I was HRM for the Home Depot I made my depart­ment super­vi­sors bal­ance their feed­back: every rep­ri­mand had to be bal­anced by a pos­i­tive con­ver­sa­tion. (They didn't have to be with the same per­son). It was my way of mak­ing sure they noticed the good stuff, too.






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