In the organisations delivering best-in-class customer experiences, one powerful shift stands out: they’ve moved beyond traditional, structured coaching and embraced a more natural, continuous, and effective way of developing their teams.
This is exactly what our unique one-day coaching for GREAT customer service programme, available as both virtual and classroom learning—has been designed to support.
Why Structured Coaching No Longer Works
For years, many organisations relied on a fixed “coaching hour”—a weekly slot where managers reviewed calls or observed interactions before delivering feedback. But while well intentioned, this method often creates several challenges:
- It feels disconnected from the day-to-day flow
- It becomes overly process-driven
- It can unintentionally position coaching as corrective
- Managers feel like it’s another task on an already full list
The Power of Integrated Coaching
Today’s leading organisations have adopted a far more effective approach: integrated coaching.
In fast-paced environments, this style of coaching simply doesn’t keep up.
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