Coaching Capabilities Builder for Supervisors

In today’s service environment, where customers demand tailored and personal service, effective coaching is the #1 driver of contact center representative performance.

The CEB Effortless Experience™ Coaching Capabilities Builder helps service leaders improve the customer experience and performance of their teams by developing supervisors into world-class coaches.

Drive Performance with an Integrated Framework

The Coaching Capabilities Builder is grounded in CEB's integrated coaching framework, shown through our research to increase team performance by as much as 12%.

The framework teaches supervisors how to create excellent on-the-job coaching moments, emphasizing preparation through observation to reduce time spent on coaching, but with a better result.

Through a combination of live and virtual learning platforms, we help supervisors and their managers:

  • Assess the coaching effectiveness of current supervisors
  • Build capabilities that support effective coaching techniques
  • Drive and sustain the application of these techniques

4 Step Delivery Accelerates Adoption of Effective Behaviors

Coaching Pulse Survey

  • Receive a baseline measure of supervisors coaching effectiveness.
  • Reporting available at the individual and management levels.

Two-Day On-Site Session

  • CEB facilitator trains supervisors on the integrated coaching framework.
  • Interactive format caters to the principles of adult learning.

Eight-Week Virtual Collaboration and Learning

  • Behavior changes reinforced through a virtual learning course.
  • Supervisors receive continued support to apply skills on the job and increase effectiveness.

Coaching Pulse Re-Assessment Survey

  • Measure improvement in supervisor coaching effectiveness.
  • Reporting available at the individual and management levels.

Additional Information

  • Supervisors complete the program in 6-8 months.
  • Trainer certification is available to help deliver coaching curriculum to future hires. 
  • Contact our member support center for more information.