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Using micro-coaching to drive performance in your contact centre

Johannesburg, 12 Dec 2022

The idea of micro-coaching has slowly but surely been catching on in contact centres big and small.

But before we get into the details of how this method improves performance by promptly reinforcing good behaviours, let us unpack its meaning first.

What is micro-coaching?

Micro-coaching is an effective and powerful tool to help drive performance in a contact centre.

This technique is based on the idea of providing employees with regular, timely and tailored feedback and guidance to help them reach their performance goals.

With micro-coaching, supervisors and managers can better identify areas where employees are struggling and provide them with the support and resources they need to succeed.

By incorporating micro-coaching into the contact centre, supervisors can encourage employees to be their best and ensure the customer experience is top-notch.

Micro-coaching can also help reduce agent attrition, as employees are more likely to stay in an environment where they have the support and guidance needed to succeed.

In a recent study, only 17% of contact centre agents said they receive feedback on their performance as frequently as once a week – the most common response was once per month. These long gaps between coaching sessions can stunt employee growth and allow bad habits to fester, making them harder to correct down the line.

With the right micro-coaching programme in place, contact centres can create a culture of support and growth that will be beneficial to everyone.

Benefits of micro-coaching for contact centres:

Micro-coaching is quickly becoming a go-to solution for contact centres looking to boost performance and improve customer service. This type of coaching is designed to be short and focused to provide employees with just enough support to make meaningful improvements.

The benefits of micro-coaching are numerous, and it's quickly becoming an essential tool for contact centres.

For starters, micro-coaching helps employees focus on specific skills, rather than giving them broad, general advice.

This makes it easier for employees to understand what needs improvement and how to do it.

Additionally, micro-coaching is cost-effective and can be done quickly, meaning employees can receive feedback and guidance promptly.

Finally, micro-coaching is tailored to the individual, meaning employees can receive the support they need to reach their goals.

Overall, micro-coaching is an invaluable tool for contact centres looking to boost performance and improve customer service. Its focused and tailored approach can quickly and effectively help employees reach their goals.

Strategies for implementing micro-coaching:

Micro-coaching is a great way to boost performance in contact centres.

This strategy involves:

  • Providing feedback;
  • Guidance; and
  • Motivation, in short, targeted bursts.

It is a great way to keep employees focused on their goals and ensure consistent performance.

To get the most out of micro-coaching, contact centres need to develop effective strategies for implementation:

Identify: First, they should identify the areas that need improvement and create specific objectives.

Plan: Then, they should create a plan for micro-coaching, which should include the frequency, duration and type of coaching that will be provided.

Tools: Contact centres should also provide employees with the tools and resources they need to be successful. This could include access to webinars, videos and other training materials.

Tracking: Finally, contact centres should track their progress to ensure that the micro-coaching has the desired effect. With the right strategies in place, micro-coaching can effectively boost performance in contact centres.

Common challenges of micro-coaching

Micro-coaching is a great tool for contact centres looking to improve customer service and employee satisfaction.

But while it can be an effective way to provide feedback and support, it doesn't come without its challenges.

One of the main challenges of micro-coaching is keeping up with the high volume of customer interactions.

With the sheer number of interactions that contact centres handle, it can be difficult to provide personalised feedback for every employee.

Another challenge is finding the right balance between providing coaching and allowing employees to find solutions independently.

It's important to provide support without micromanaging. Finally, staying up to date with the latest trends and technologies can be difficult, as the contact centre industry is constantly changing and evolving. But with the right tools and resources, these challenges can be overcome.

Tips for making micro-coaching successful

Micro-coaching is a great way to help contact centre teams improve their performance.

But if it's not done right, it can fail to make an impact.

Here are a few tips to make sure your micro-coaching efforts are successful.

  • First, set measurable goals. It's important to have tangible objectives that your team can measure and strive for. This will give them something to aim for and keep them motivated.
  • Second, use data to track progress. Contact centres have a lot of data to work with, so use it to understand how your team is performing and where there are opportunities for improvement.
  • Finally, keep it short and sweet. Micro-coaching sessions should be short and focused on one or two key topics. If you add too much content, you'll overwhelm your team and they won't retain the information.

With these tips in mind, you'll be able to make your micro-coaching sessions successful and help your team reach their goals.

You can also catch up on some helpful tips from our past webinars, straight from our YouTube channel.

Micro-coaching can be an invaluable tool for contact centres, and with the right strategies, it can lead to improved customer service and employee satisfaction!

Will you be implementing these strategies in 2023?

Visit our website for information about our services and tools to equip your contact centre for success in the new year.