Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you probably see a great coach. But it’s not just athletes.
Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights. According to a 2013 study by the Center for Leadership Development and Research at Stanford Graduate School for Business, over half of corporate senior executives are receiving some form of coaching. Yet, it’s unfortunately all too rare for the people who directly impact your customer loyalty – your call center agents.
Now, of course managers will “coach” their teams on how to improve. But all too often these managers were taking calls themselves not that long ago. And nobody really taught them how to be a coach. For some organizations, it’s easier to create a training program than to try to turn their managers into coaches. (more…)