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…

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…

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…

One-to-ones are 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…

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…

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,…

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…