Inside the Contact Center Coaching Playbook
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Transcript of Inside the Contact Center Coaching Playbook
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89% of contact center leaders stated a
supervisor’s most important job is coaching.
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64% of supervisors spend more time crunching numbers than coaching their team
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The Result of this Tension?
Accuracy…
• Multiple sources of truth
• Data debate
• Anecdotal
Relevance…
• Quota counts
• Set topics
• Metrics vs. behaviors
Accountability…
• No action items
• Coach efficacy
• Zero best practice sharing
STAGNANT KPIs
LACK OF…
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CHAPTER 1
Coaching Behaviors
Don’t coach to ‘WHAT’. Coach to ‘HOW’ for impact
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Metric vs. Behavior
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CHAPTER 2
Six-Step Coaching System
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Six-Step Coaching System (STEP 1)
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Six-Step Coaching System (STEP 2)
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Six-Step Coaching System (STEP 3)
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Six-Step Coaching System (STEP 4)
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Six-Step Coaching System (STEP 5)
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Six-Step Coaching System (STEP 6)
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CHAPTER 3
Measuring Impact
Four potential measures of coaching impact:
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Measuring Impact
Recipients: Are supervisors focused on the right segments?
Improvement: What is aggregate impact on KPIs?
Movement: Is the team moving into top performing segments?
Events: What happens immediately after a coaching session?
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CHAPTER 4
Coaching Maturity Model
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Coaching Maturity Model
Operating Performing Leading
Segmentation • Manual• One-size-fits-all
• Single KPI stack ranking• Moving to balanced score
• Mean-based segmentation
• Outlier management
Frequency • Set # sessions / month• Frequency-based
segmentation• Measured as part of
coaching scorecard
Session Content • Emphasis on 1-2 random KPIs / session
• Emphasis on 1-2 root cause behaviors / session
• Measureable goals for KPIs and behaviors
Approach• Coach planned and
facilitated• Passive employee
• Employee self-assess before session
• Active employee
• Employee-led. Coach affirms and redirects
• Coaching the coach
Follow-up • Limited continuity between sessions
• Tasks and follow-up in SMART format
• Continual tasks and follow-up – flow into ongoing conversations
THANK YOUwww.nice.com/engagedemployee
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