Transcript
Verint High Impact Coaching Often, the single, most influential factor that drives performance in your contact or service center isn’t technology — it’s coaching. No matter how effectively you engage customers, or what type of technology you deploy, few things influence overall performance more than coaching. Unfortunately, it can be one of the least-developed skills in the enterprise. Often, supervisors are promoted because of their skill in their previous role, and they may feel uncomfortable providing feedback and coaching to staff members who used to be peers. Moreover,
With Verint High Impact Coaching, your supervisors can learn how to foster a working environment that encourages teamwork, productivity, and employee satisfaction.
supervisors frequently lack the proper training to do their job effectively. Unaware of the techniques they can use to keep agents focused and motivated, they unwittingly may contribute to a continuing cycle of agent frustration and turnover, reduced service levels, and missed opportunities to enhance revenue. Verint® High Impact Coaching™ is a three-day services engagement that focuses on best practices and skills for coaching your staff effectively — not only in the contact center, but throughout the enterprise. It offers an efficient way for supervisors to learn how to foster a working environment that can encourage teamwork, enhance productivity, and increase employee satisfaction.
Key Benefits • F acilitates performance improvement in your contact or service center by providing employees with consistent, effective coaching. • H elps enhance productivity and improve morale across the enterprise • H elps you implement consistent coaching across your enterprise using individualized coaching and feedback plans.
Verint High Impact Coaching
Benefit from Our Proven Coaching Method Verint High Impact Coaching addresses the requirements
• Developing the most important, effective interpersonal skills.
for deploying a successful coaching program in your
• Choosing positive versus punitive approaches.
organization. Conducted on site by a Verint expert, the
• Identifying specific behaviors for successful coaching.
engagement provides “coaching the coach” sessions to those who deliver feedback to personnel across the entire enterprise, including:
• Encouraging responsibility and accountability for results. • Learning win/win negotiation tactics and mutual agreement on behavioral change.
• Managers
• Collaborating with employees to help enhance motivation
• Supervisors
and productivity.
• Coaches Through a series of practice sessions, Verint High Impact
• Team leads
Coaching provides participants with the opportunity to build
• Quality team members
their coaching and communication skills, including managing difficult conversations. Participants receive individualized
Give Your Employees the Encouragement to Succeed Verint High Impact Coaching covers a variety of topics, including: • Creating an effective, supportive work environment for each participant.
feedback and can learn critical coaching behaviors and skills to help them influence employee performance.
Benefit from World-Class Consultants Verint offers a range of Professional Services to help you get the most from your investment, including Business Advisory Services, Implementation and Enablement Services, and
• Developing a straightforward coaching model.
Application Managed Services. Regardless of the services
• Managing thought processes, especially during
you select, you can be confident that our experienced teams offer practical knowledge and are committed to your success.
difficult situations.
Verint. Powering Actionable Intelligence® Verint® Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions for customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
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Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verint for current product features and specifications. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. © 2015 Verint Systems Inc. All Rights Reserved Worldwide. 08.2015
