Q: What does “coaching” really mean?

A: During my visits with various contact centers, the word “coaching” is used often with my conversations with management.  However, there seems to be wide variation with what coaching means.  My operational definition of coaching is:  Taking the time to develop the person’s skills by teaching, communicating and measuring their success.  Listen to your agents when they ask for help. 

From the words of Vince Lombardi, Jr., “Coaching fosters a winning attitude by engendering a vision from the bottom up, motivating constructively and building accountability and resiliency within the team.”