The modern workplace is constantly changing, and Bersin from Deloitte estimates that current skills have a lifespan of 2 ½ to 5 years. This means that employees need to stay up-to-date with their knowledge and skills in order to remain competitive. Coaching is an essential part of this process, as it helps managers effectively train their employees and develop their leadership skills. Good coaches ask probing questions, provide timely and practical feedback, and track prioritized actions.
At our team, we have worked with many training programs for contact centers. Based on our experience, here are 20 questions you should use in your routine evaluation of training effectiveness:
- How successful are the coaching sessions in helping frontline agents improve?
- What strategies are used to reduce AHT?
- How do you guarantee that the training process is effective and productive?
- What methods do you use to monitor progress?
- How do you ensure mutual agreement between the coach and the trainee?
Regularly monitor the progress of your representatives and agents to determine if training efforts are having an impact. The best coaches know how to find the best way to train and inspire the team to move in the desired direction. When it comes to call centers, efficient coaches help their frontline agents with a tactical strategy to reduce their AHT. There's a fine line between good support and micromanagement, and the best coaches know how to avoid crossing that barrier. It is an important step in helping the training participant to move forward and achieve a positive result. Next, we'll show you five main ways to guide your team to success and become a great leader in the process.
Establishing excellent coaching relationships with your employees can improve every interaction you have with them and make management much easier. The first step is to assess the progress of your coaches in team settings. This can be done by asking questions such as: How well do they help frontline agents improve? What strategies are used to reduce AHT? How do they ensure that the training process is effective and productive? What methods do they use to monitor progress? How do they ensure mutual agreement between the coach and the trainee? Once these questions have been answered, it is important to establish excellent coaching relationships with your employees in order to improve every interaction you have with them and make management much easier. This can be done by simplifying the data analysis process, creating a better employee experience for all members of your frontline team, monitoring progress regularly, providing tactical strategies for reducing AHT, and avoiding micromanagement. Finally, it is important to remember that good coaches ask probing questions, provide timely and practical feedback, and track prioritized actions. By following these steps, you can ensure that your team is on track for success.