Despite their rhetorical emphasis on cultivating “happy, productive agents,” contact centers have not historically set the benchmark for effective employee coaching and engagement. Training has traditionally been impersonal and ineffective, and culture has been a notorious weakness for thecontact center operation. Recent trends, related to the evolving labor market and the changing nature of customer engagement work, are only exacerbating these long-enduring struggles.
There are, however, surefire ways to overcome these challenges and ensure coaching leads to happier, more collaborative, more invested, and ultimately more productive team members. This report reveals the blueprint for such success; topics include:
- 3 ways the new agent landscape is exacerbating coaching challenges
- What the simultaneous rises of AI and remote work mean for agent development
- 4 tips for transforming coaching in the era of customer and agent centricity
- The power of gamification in today's new contact center normal
- Strategies for building a "coaching culture"