PowerPoint Presentation

Applying Personality Styles

How can we utilize personality styles in coaching?

Companies that utilize “Best Practices” will:

 Experiment with technology to profile agents and customers to facilitate a

positive experience

• Keep in mind that this is bleeding edge and not 100% accurate

 Train Supervisors to coach using personality styles, so they can adjust feedback delivery based on their agent’s personality styles

• This will make coaching sessions much more efficient by enabling

agents to rapidly correct their issues and become a positive influence

in the team

Leverage recruiting to incorporate profile testing as a component of the hiring process to make this information available to all Supervisors