Performance Coaching: The Definition

Performance coaching is more than a one-off conversation between manager and employee. NICE Performance Management facilitates coaching and supports ongoing improvement over time.

Peg Peterson is a 20-year veteran of the telecommunications industry and a seasoned performance improvement and coaching expert. As a master coach, consultant and performance management guru, she advises on call-center operations and leadership. She drove adoption of NICE Performance Management from 45 percent to 98 percent in her organization and frequently coaches C-level executives, leaders, teams and individuals. Her “Data+Behaviors” approach applies data-informed strategies to coaching for change on the behavioral level. The process has generated proven results across all areas of business: contact centers, vendors, retail sales, partners, telesales, chat, back office and online support.