Laura Krajewski June 7, 2021 About a month ago, my shoe order got lost in transit. Naturally, I called customer service to track it down. I sat on hold for 45 minutes, only to be told, “sorry, I can’t help you — our system says your order was delivered.” Another time, I spent a good … Continue reading 4 Practical Coaching Methods to Improve Your Call Center QA
Adriana Generallo May 25, 2021 Communication is hard. It’s a wonder we get anything done when you consider how many ways it can break down. The good news is that we can learn skills that help us improve communication and deepen partnerships. Recently, I took a coaching course from the Co-Active Training Institute (CTI) in … Continue reading 5 Coaching Skills That Enhance Your Clients’ Experience
Amy Drader May 13, 2021 Radoan_tanvir / Pixabay Who is your mentor? If you said you don’t have one, you are not alone. Many don’t. I didn’t either until recently. To be sure we’re on the same page, a mentor is someone who has experience and expertise to share and you specifically want to learn … Continue reading How to Find a Mentor
Maini Homer May 11, 2021 When it comes to the business industry, many people tend to feel intimidated. This is because they think that anything related to business is either boring or too challenging. However, if you know the basics of success, then you are already on the right track. This is especially the case … Continue reading What Skills Do You Need to Be a Business Coach?
Maini Homer January 12, 2021 When it comes to coaching, there are three distinct styles; autocratic, democratic, and holistic. The styles are based upon the studies of Kurt Lewin, a German-American social psychologist. Each one is effective in its ways, depending on the situation and context. Any good coach should understand each style and how … Continue reading What Are the 3 Types of Coaching Styles?
Colleen McKenna November 6, 2020 2020 took us all by surprise in so many ways. While I know it will be different, I’m ready for 2021 and the opportunities that I’m certain will be revealed. I understand many people may not feel optimistic. We’ve taken on unfamiliar challenges, and careers have gone awry. I have … Continue reading How to Maximize Your Coaching and Training Success for 2021
Ellen Christenberry October 22, 2020 When I worked my first customer-facing job, I was on the verge of quitting every other week. The pay and benefits were good, the hours were flexible, many of my co-workers were fun. So what was the big deal? My supervisor. While I liked my supervisor as a person, and … Continue reading How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center
Anthony Mersino October 15, 2020 In 2012, I was given my first opportunity to coach some new agile teams for a client. I was paired with a more senior coach and I never thought twice about how much sense that made. I was coached and was able to use the senior coach as a sounding … Continue reading Two are Better Than One – The Benefits of Paired Agile Coaching
Gretchen Gordon September 29, 2020 Of all the things that a sales manager needs to do, the most important is clearly coaching. Honestly, it has the biggest impact on sales success. This isn’t just my opinion, we have data that supports it (see below). Lots of Coaching, Not Necessarily Effective Coaching What’s most important is … Continue reading Eddie Murphy Shows How to Make Coaching Fun
Dave Brock August 20, 2020 Both managers and the people they coach often have the wrong impression of coaching. Too often, we go to our managers looking for answers. Great managers tend not to give answers. As people looking for coaching, too often we go to someone asking, “What should I be doing? Should I … Continue reading Great Coaches Don’t Give Answers