The customer experience landscape has changed rapidly over the past few years and all signs point to continued evolution at an ever-increasing pace. It can be difficult to stay current in this world of increased complexity and heightened customer expectations and many organizations feel this stress in their people, processes, or technologies. As a result, many organizations have modified the way that they hire and train their employees, adopted new technologies and implemented new processes and procedures. But, there’s one thing that many have neglected to revise in this era of remarkable change: their coaching program.
In this infographic, ICMI and OpenText WFO Software will explore the challenges of using outdated coaching techniques, share industry research that shows the root causes and potential damage of bad coaching and make recommendations on techniques and technologies that enable better coaching conversations in today’s dynamic contact center environment.