White Papers

Leveraging coaching and employee engagement to improve employee performance


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.

  1. Improving performance starts with setting a standard—both for interactions with employees and also for coaching.
  2. 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.
  3. 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.