coaching - Brad Cleveland

Coaching for High Performance: A Strategic Approach

Mar 5, 2025 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person. Think of...

Building Trust and Empowerment with Customer-Focused Coaching

Jul 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and...

The Leadership Secret to Effective Coaching

Nov 11, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management

In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and performance standards as opportunities to empower your employees to coach themselves. Learn more about how...

Connecting Hiring, Training and Coaching

Jul 17, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Bring Quality Standards to Life with Calibration and Coaching

Mar 13, 2018 | Call Center, Contact Center, Customer Service, Leadership, Quality Management

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process...