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Meeting the needs of your customers, exceeding their expectations and developing/empowering your staff all begins with a solid monitoring program that is based on quality not quantity.
Your mission should be:
Gone are the days of “big brother” watching. Employees want to know . . .
Coaching will . . .
Whether you side-by-side, silent, real-time, record or screen-capture monitor, how you approach the results with your staff is critical. Always discuss ways to improve by not focusing on what was wrong.
How about trying these coaching improvement techniques:
When coaching, you should reinforce to your staff that they should “think like a customer”. What would they as a customer expect from the agent they are speaking with
Would love to hear from you on additional coaching improvement techniques – [email protected].
Laura Sikorski is an Independent Consultant – Makeover Expert for Operations and Technology Management Strategies.
She can be reached at [email protected] or 631.624.6650