Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

Session 505: Coaching the Work-From-Home Rep

Lauren Pragoff  (SVP, Global Client Success, Challenger)

Amy Smith  (Senior Director, Client Success, Challenger, Inc.)

Date: Thursday, September 9

Time: 1:30pm - 2:30pm

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!

Track: Boost Your Culture, Drive Customer Experience

Session Type: Session

Vault Recording: TBD

One in four supervisors are struggling to be effective coaches in a work-from-home environment, which means one in four reps are not receiving the developmental support to deliver a better service experience to your customers. At first glance, it may not seem that bad, but what we know from our research about driving performance through effective coaching is that you have to be doing it well. In fact, bad coaching hurts performance twice as much as good coaching helps. All of a sudden, 27% seems like an alarming number to be struggling, no?

In this session, we'll introduce a best-practice coaching framework, discuss how to conduct effective remote coaching, and present real-world experiences from industry leaders. You'll also learn how to drive a coaching culture across your organization.