In one of the recent networking sessions, someone brought up the topic of effective performance coaching tools. Participants were talking about different interpretations of what they thought were some of the most effective performance coaching tools. It included: Coaching softwares, coaching exercises, frameworks, coaching conversation starters, coaching models etc. On my drive back, I was reflecting on the topic and was thinking about…
Tag: coaching
The brand of “YOU”. Have one? Need one?
A brand is not simply a word. It’s what comes to one’s mind when they hear a name. Let me give you names of a few companies and think about what is the first thing that comes to your mind outside of the products/services that they are known for. Google, Comcast, Uber, Walmart, Bank of America, Apple,…
Your name is Jane? Yeah, right! What’s your real name?
Let’s start with this 30 second video that will explain the context behind the title of the post before we start talking about the details of it. Offshoring Vs. on-shoring customer service has been a decade long debate (if not longer) and there are very strong opinions on the both the camps (i.e. offshore and onshore)…
Your vendor’s coaching capabilities, why you need to care?
In this post, I chose to talk about the most important piece that will determine the success of your outsourced contact center engagement. Your outsourced partner’s employee coaching framework and capabilities Often times in the outsourcing world, the business reviews are filled with strategies, roadmap and other higher level discussions leaving the actual agent performance…
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