Your coaches can make every front-line agent an expert. Learn the techniques of full-spectrum coaching so that all (not just some) of your agents "get it."

Studies show that top performers can be as much as 125 percent more productive than average performers. Many managers accept these performance gaps and believe that some people will never make the grade-"some agents will never understand."

It doesn't have to be that way. Coaches should be trained to look at processes and procedures through the eyes of the inexperienced agent so that they leave no gaps in their communication-leaving no one behind. Good news for the customer!

This article describes each step in the coaching process and shows how to ensure every link in the process is strong. If a single step is left out, the process itself is less than effective. If you have a coaching process already in place, stand your process up against the outline in this article to determine how comprehensive it is.