Call centers (regardless of location or industry) are struggling with slow or nonexistent performance improvements and high variability between reps in spite of major investments in coaching and training programs. Existing speech analytics and conversation intelligence tools have not delivered on their promises to improve these issues. VoiceOps has been an early pioneer in the area of coaching enablement to address these critical weaknesses in call center team performance and operations.
The "Always Be Coaching" series will illuminate the solution VoiceOps champions and makes possible for our call center partners, namely a more strategic focus on the call center coaching program. The series will feature our CEO & Founder Ethan Barhydt as he dives deep into the field of coaching. He'll speak with experts across industries about technical and tactical factors for successful coaching, and why coaching enablement is so important.
Here's a word from Ethan about the new series: "Good coaching strategies powered by good technology will shift the performance distribution of call center teams and create a solid competitive advantage. Coaching can and should be a team's superpower, but it can also be a hidden weakness that prevents them from achieving anything but the most incremental improvements. I'm looking forward to the conversations we'll have as part of the "Always Be Coaching" series to help everyone understand how to build a better coaching program."
The series will include monthly webinar sessions with weekly podcast episodes in between webinars. We hope you'll check out the webinar session and tune in for the podcasts. Either way, remember: Always Be Coaching!