Delivering the optimum customer experience requires a commitment to effective coaching

By Bob Davis, Founder and CEO, Robert C. Davis and Associates

One common denominator

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents!

 Scheduling and sticking to coaching and development

For example, the outstanding contact centers do an excellent job with skill transfer, regular one-on-one coaching meetings and side-by-side coaching. If done correctly, these interactions are a real opportunity to build engagement and commitment from the contact center team. By doing it correctly, I mean several things happen:

  • Coaches are prepared and ask the right questions.
  • Agents do 80 percent of the talking.
  • Agents look forward to these interactions.
  • The interactions have a positive effect on morale.
  • Agents leave with a solid commitment of what they are going to work on in their continuous improvement journey.

In poorly run contact centers, on the other hand, we see the interactions get postponed or canceled outright. The supervisors are not prepared or, when the interactions take place, they are rushed. And, when supervisors listen to and criticize recorded calls, the agent gets and stays on the defensive, resulting in waste of valuable coaching time.

The bottom line is this – sticking to an ample coaching schedule is key to achieving great results across every KPI. Coaching – and doing so effectively – is essential to delivering an effective customer experience.

Is it easy? No. Is it worth the time and effort? Yes!

To learn more, please contact Robert C. Davis and Associates for a free consultation.