When it comes to driving performance improvements, there are a few common challenges regardless of whether employees are working remotely or in a brick-and-mortar contact center.
- Improving performance starts with setting a standard—both for interactions with employees and also for coaching.
- Coaching and engagement are not a one-size-fits-all undertaking. You may have one team of employees who are self-sufficient and self-motivated and another with employees that require a lot of hand-holding and need to feel connected. Supervisors need the tools and the ability to adjust as required, delivering coaching that is directly aligned to what individual employees need.
- Change management and organizational culture are critical determinants of success. Often, we second-guess (or underestimate) the reports we expect actions to be based on. We don’t spend enough time creating the cultural shift our employees and managers need.