Customer Experience News & Trends

4 positive ways to get agents to perform better

Nearly all agents can take their performance to the next level. But how can leaders who are pulled in so many directions make it happen?

These proven tactics from David Cottrell’s and Mark Layton’s  The Manager’s Coaching Handbook can help.

  • Build “Yes, I can” confidence. Give agents opportunities to take responsibility and achieve goals. Assign them tasks you know they can accomplish, and then stretch them a little further with the next assignment.
  • Give agents resources. Create a library of books, computer tutorials and industry literature that they can access every day.
  • Give useful feedback. Don’t just tell agents where performance can be improved. Work with them to create an action-oriented plan to do it.
  • Pump them up. When you see agents add new skills into their routine and improve on old-hat tricks, compliment them.

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