New coaching programme from Calcom

You may be interested in a brand new coaching programme launched by Calcom.

First up… CoachWORKS! This is a new professional coaching programme
that has been launched specifically at this year’s Expo. Developed by
Calcom’s experts, whose ethos is that excellent customer service is
achieved through the great experience you provide for your people,
CoachWORKS! offers a four-stage programme delivered in real time in the
contact centre. It promises to effectively transform capability and
culture to deliver a compelling customer experience, to improve the
value of every customer contact, to transform the existing skills base,
to energise and enthuse teams, and to stimulate improved and tangible
bottom line results. "Coaching is an invaluable tool that is often
neglected when operational pressures and priorities are placed on
general management and administration," says founder and managing
director of Calcom, Natalie Calvert. “By introducing effective coaching
at all levels throughout the organisation via its team leaders, we are
creating a coaching culture.  Coaching becomes a key, intrinsic
tool for transforming culture and behaviour in the customer management
environment."

Calcom’s own research highlighted a gap in the
market where too frequently organisations see their staff through
detailed induction periods but fail to cater for their performance
needs past that period.  And those that do provide coaching rarely
offer professional training to maximise results. Natalie explains,
"Firstly, after induction, operators plateau in performance as they get
to grips with the job, switch to auto-pilot or get bored, which
negatively impacts the customer experience.  They need to be
challenged and motivated and coaching done in the right way can do this.

"Secondly,
experience on the job alone does not make a good coach.  Many
people struggle with the confidence and inclination to coach not only
new members of staff but colleagues and friends they’ve been working
alongside. They need to be trained how to coach and given the tools and
techniques for success."