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December 14, 2011

Report Shows Providing Better Performance Management and Coaching is Necessary for Employees

By Jamie Epstein, TMCnet Web Editor

The continuous success of any organization depends on effective performance management and coaching. In fact, a recently released study shows that in order to improve employee results, the implementation of performance management and coaching techniques are key.

An article featured on shows that business operations are 21 percent higher in companies whose upper management "very frequently" makes an effort to coach others, according to the report entitled, “High-Impact Performance Management: Maximizing Performance Coaching,” written by Bersin & Associates.

Also, the study clearly showed that organizations who fully support coaching had 13 percent stronger business results and 39 percent stronger employee results such as engagement, productivity and customer service.

Almost 200 U.S. companies participated in this study and Stacia Sherman Garr, a Bersin analyst and the report's author said in a statement, "Coaching is the No. 1 performance-management challenge that organizations face, yet most don't understand its value. They aren't sure which emotional levers they need to pull to change people's behaviors."

Coaching is not to be looked at as a onetime thing; however as a process that needs to be ongoing as needs within the business change and employees continue to expand on their skill set. According to the study, organizations that assist managers in coaching employees are 130 percent more likely to see improved business results compared to those that don't prepare managers.

"We believe good performance management really is about coaching for performance. The performance management review process is important, but it looks backward. Coaching gets people to look forward," Jane Pierce from Arcehr Daniels Midland Company commented.

Envision provides performance management and coaching solutions that can be utilized to improve call center efficiency, analyze customer interactions, evaluate agent skills, provide additional training content when needed due to recent agent evaluations, quickly improve overall performance within the call center, and decrease handle times.

In particular, the company’s Click2Coach solution gives call center supervisors the training, quality monitoring and evaluation tools that are crucial to help call center agents develop the skills and knowledge necessary to provide a high level of customer service.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Stefanie Mosca

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