Performance Coaching
Performance coaching is a critical initiative for any organization trying to improve customer experience or drive sales transformation. Coaching frontline staff can be among the most impactful activities in driving performance improvement in people-intensive organizations. The business impact of coaching is pronounced in Sales and Service functions, where employee skill, knowledge and motivation are experienced first-hand by customers. Most organizations already have coaching programs today. Yet their results are inconsistent or are not sustained. The reality is that most coaching programs are generic in nature – they are mandates from management to have a set number of one-on-ones per month, per team member. When coaching sessions do occur, the coach or supervisor may not have accurate or current performance data in hand, and typically won’t have visibility to the behaviors that drive high performance. The shortcomings of common coaching can best be summarized by the fact that daily decisions on who, what and how to coach is left to the judgment of each supervisor. Performance Coaching offers a better way by using a disciplined and structured approach to coaching front line sales and service employees. To improve coaching consistency and effectiveness, Performance Coaching consists of key metrics, content delivery, and compliance tracking to expose specific agent strengths and weaknesses and arm their managers with the critical information they need to drive individual improvement. The coaching best practices found in Merced Systems’ solutions offer a rational and tuned approach to individual and team performance management, yielding significant productivity and quality improvements. Merced Systems offers a range of coaching solutions depending on depth and breadth of customer needs, including Merced Performance Suite, a frontline performance management solution, CoachingPlus, an add on solution for existing customers and PowerCoach, an express coaching installation.
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