White Paper Abstract

Seen as a simple, effective way to build talent and engage employees, coaching is a perennially hot topic in management and leadership development circles. The problem is that for many, coaching isn’t working.

Organizations or business units with a predominant focus on customer experience will especially benefit from an update to their coaching culture. Often, employees directly interacting with customers — either on the phone, in person, or via online chat or email — are personable, eager to learn, and motivated, making them highly coachable. And — because of the customer-centric nature of their work — taking customer experience employees from good to great with a strategic coaching initiative will reap immediate, tangible, and bottom-line benefits.

In this white paper, you will learn the true definition of coaching, see a simple — yet effective — coaching model, and observe an example of a coaching conversation in a customer experience environment.

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