While employees in call centers are no different than other employees within your organization, they do have different roles and challenges. These employees have inherently repetitive and scripted roles, yet still require a great deal of mental focus from employees; they work primarily as a customer services force, which has grown and is still growing to be one of the most essential aspects of a business. Their role is vital.
When Knowledge Isn't Enough
Knowledge only explains 38% of the variance in business value. What about the other 62% of performance?
What Does Faith Have to do with Performance?
A key element of performance is our Faith--what we believe about ourselves and what we believe about others (including our organization as a whole). It has a massive impact on our performance.
Coaching Sparks the Fire of High Performance
A key element of performance is our Fire. Fire is our passion and drive to do something and to do it well. While it can seem difficult to control, it has a massive impact on our performance.
Focus: The Key Lever of Performance
Focus is about what we pay attention to and how we manage inconsistency and interference that would otherwise negatively impact our performance. Choosing what we focus drives results.
CPR for Coaching Up
Coaching up is an important element of a true coaching culture. This model will help you tactfully initiate coaching conversations with anyone in your organization, regardless of seniority.
3 Big Benefits of Building a Coaching Culture
Your company hires great people, so why do you need to build a coaching culture, too? Consider these benefits of a coaching culture and you’ll be wondering why everyone isn’t doing it.
Improved Front-line Employee Engagement: A Financial Industry Success Story
Check out this case study to learn how one Fortune 100 financial company use Breakthroughs and InsideOut Coaching to improve personal accountability and engagement in front-line account managers.
The 3 Sources of High Performance in Organizations
Discover what an organization looks like with and without the four critical elements of the Performance Wheel. Excerpted from You Already Know How to Be Great.
Breakthroughs: Through a Facilitator’s Eyes with Mary Oursler
“This is huge! We're always told to set goals with no process on how to achieve them! Now they have a way to make progress on the goals they set." Learn how Breakthroughs can benefit your team.
Why Breakthroughs Matter
The workplace has evolved rapidly in recent years. Adapting well and keeping up has the potential to transform the workplace. Breakthroughs: High Performance from the InsideOut can help.
Breakthroughs: Through a Facilitator’s Eyes with Jerry Johnson
"Breakthroughs reminds me of the simple yet powerful impact of the GROW Model. Each time I teach, it reinforces that these processes and tools DO work and WILL create breakthroughs."
Where's Your Focus?
Choose to focus on the work that needs to be done instead of the interference. Choosing your focus is how you take control of your performance. This blog post will show you how.
Breakthroughs: Designed with Heroes in Mind
42% of employees find training ineffective. We took a new approach as we designed our course for individual contributors. Every element is designed to support the learner as the hero in their journey.
Ownership. How to Transform Compliance into Commitment
While people may comply with what we want, they commit to what they want. And commitment makes all the difference. Accountability is only the first step. Coaching creates ownership.
How Optimistic Are You?
Recognizing strengths builds faith in the company’s ability to create something together. It evokes the idea: “we solved this challenge; we can find a way to solve the next one, too."
3 Additions that Will Improve Workplace Productivity
Worried about falling productivity? You should be. Productivity has a direct impact on business success and profitability. Read on to evaluate how 3 productivity solutions could fit in your org.
6 Traits of Coachable People and How to Spot Them
Call it “teachable fit.” Call it “emotional intelligence.” Call it “soft skills,” but don’t call it optional. Learn 6 traits of coachability and why they're important.
This is the Key Ingredient to Communicating with Anyone
There are dozens of philosophies on how to communicate, but they all boil down to one simple thing. Aretha Franklin said it best—RESPECT.
Breakthroughs: Through a Facilitator’s Eyes with Nicole Price
"Breakthroughs helps people make progress on those individual goals every day. If we can create more of that happening then organizations naturally make progress on their goals, too."
4 More Sneaky Great Leadership Lessons from Michael Scott