Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

By Brad Baumunk, COO

It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out.

Case in point, the findings from two recent surveys

Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF)

Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. Read article

Coaching and developing agents is critical to a contact center’s success, and these activities rest on the supervisors’ shoulders. But how can supervisors coach and develop if everything is a priority. Responding to emails, escalations, meetings, etc. all seem to take precedence over the activities that truly drive performance and reduce attrition: coaching and development!

At Robert C. Davis and Associates, we know what differentiates “meets expectations” agent performance from “exceeds expectations” agent performance: your supervisors.

Want to learn more about how to create a team of “exceeds expectations” supervisors and agents? Contact Robert C. Davis and Associates today at info@robertcdavis.net or 678-259-9290!