The Essential Team Leader Playbook

You’ll be in good company

Read more
Free employee coaching form template Read more
3 Coaching Templates To Help You Have More Effective Conversations

Holding effective 1:1 coaching sessions with agents is known to have a huge impact on employee motivation. In a recent survey, more than half of customer support workers said they wanted more communication and feedback yet inconsistencies across large teams are common. One supervisor may have created their own coaching form, whereas another could simply…

Read more
One-to-Ones: How to Make Every Meeting Count

One-to-ones are a fantastic tool for improving agent performance, activity and engagement. But, you don’t get all that time for free.  Every one-to-one you run takes an agent away from frontline customer interactions for a period of time. And, of course, any team leader will tell you that the process of scheduling, preparing for, running and…

Read more
3 Barriers To Successful One-to-Ones and How to Overcome Them

There’s no doubt about it – One-to-Ones are one of the foundational pillars of strong contact centre performance.  Without a clearly defined commitment to One-to-One sessions with your frontline agents, you have limited opportunity to identify improvement areas, provide targeted coaching and improve agent performance over time. You’ll also starve your agents of the recognition and support needed for…

Read more
5 Reasons One-to-Ones Are Vital For Your Contact Centre’s Success

One-to-ones: an essential but far too often overlooked part of the Quality Assurance and Performance Improvement Cycle. One-to-one meetings between managers and employees are often one of those things that everyone agrees is important, but that get nixed during busy periods. This article outlines why you should always make time for one-on-ones, even if it makes other…

Read more
Techniques for Training, Coaching, and Employee Engagement Conference roundup

Last Thursday, CEO Jaime enjoyed discussing all things employee engagement-related at CRM XChange’s Techniques for Training, Coaching, and Employee Engagement Conference.  Running for four days, attendees were treated to a variety of viewpoints on the subject, with particular focus on remote working, and how that could affect existing employee coaching practices. As major employee engagement…

Read more
Never underestimate the power of constructive feedback!

We all love doing it – telling our friends and family about the shop assistant who went the extra mile, the nurse who showed extra care or the colleague who promised that job would be done by 4pm, but then didn’t follow through… Grrr!  But how many times do we tell the actual shop assistant,…

Read more
How Quality Assurance helps organisations build a coaching programme

Giving feedback is something that almost all leaders still find a stressful experience, yet it’s a key part of the duties of anyone with direct reports. For your customer service to be world-class, you can’t just rely on the usual ‘go-to’ of quarterly or half-yearly reviews. Consistent and regular feedback cycles (of both positive and…

Read more