Prioritizing agent coaching—LEADing the Way
Like most businesses, we found our team leaders and managers had many competing priorities, making constructive coaching a “nice-to-do,” not a “need-to-do” activity. Everything else was more urgent and the existing coaching methodology was inconsistent and ineffective. Our supervisors were struggling with the transition from manager to leader and coach and needed guidance to become effective coaches. We understood that at the foundation of the Customer Experience Blueprint, our leaders needed to be able to coach the agents to deliver to the next level of excellence.
In response, we implemented LEAD (Leadership Enhancement and Development). LEAD focuses on helping the most influential roles in the contact center such as team leaders, operations managers, and lead associates. We help improve the skills of team leaders to help them cultivate more highly skilled agents.