Published: 05 March 2024
Coaching is critical for driving employee engagement and performance but, reactive coaching practices delivered without a framework inhibit rep performance and drive attrition. Customer service and support leaders can use this research to transform coaching practices and boost workforce performance.
Successful coaching of new and tenured employees has a positive impact on employee engagement, including reducing the risk of attrition.
Service and support leaders believe their current coaching practices are successful, however many organizations employ a reactive coaching approach that fails to deliver performance gains.
Most companies apply a reactive coaching approach thatunintentionally drives negative behaviors from coaches and results in poor performance.
According to HR leaders and managers, 40% say coaching and developing their direct reports are among the top 3 areas where their managers struggle the most.
Deliver improved employee and organizational performance by implementing a coaching framework
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Analysts:
Jonathan Schmidt, Kathy Ross, Melissa Fletcher
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