Who s coaching the coaches
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Who’s Coaching the Coaches? . Rebecca Gibson Contact Center Solutions Consulting Interactive Intelligence. Session Agenda. Define Metrics to M easure C oaching E ffectiveness Define your Coach-the-Coach Program Establish your Coaching Performance Standards

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Who s coaching the coaches

Who’s Coaching the Coaches?

Rebecca Gibson

Contact Center Solutions Consulting

Interactive Intelligence


Session agenda

Session Agenda

  • Define Metrics to Measure Coaching Effectiveness

  • Define your Coach-the-Coach Program

  • Establish your Coaching Performance Standards

  • Implement your Coach-the-Coach Program

  • A Few Fun Twists

www.inin.com

©2012 Interactive Intelligence Group Inc.


Who s coaching the coaches

Coaching is the most direct method to impact performance

Theeffectiveness of coaching

influences the impact.


Who s coaching the coaches

Coaching is the most direct method to impact our coaches’ performance

If we coach our coaches, we will

influence the impact.


Coaching measurements

Coaching Measurements

www.inin.com

©2012 Interactive Intelligence Group Inc.


Define your coach the coach program

Define Your Coach-the-Coach Program


Define your coach the coach program1

Define Your Coach-the-Coach Program


Who s coaching the coaches

Establish Your Coaching Standards

What are the elements of an effective coaching conversation?

Create your own or use an established model

GROW Model

Effective Coaching (Cook, 1998)

Rating and scores

Track what’s coached and next steps

SOAR Scorecard Example

www.linkedin.com/in/rebeccargibson


Who s coaching the coaches

You want to WHAT?


Get everyone ready

Get Everyone Ready

  • Set ground rules

  • Communicate to the contact center

  • Set expectations with Coach

  • Let coaches choose, at first

  • Make sure it’s a positive experience


Get everyone ready1

Get Everyone Ready

Since coaching is such an important part of the contact center’s ability to meet our goals, we are implementing an exciting new program to help our Supervisors become even better coaches. The program will consist of self-evaluation and manager evaluation, as well as coaching observations and agent input.

Don’t be surprised if your manager’s manager attends your next coaching session – don’t worry, they are there just to observe and provide your manager with feedback.

You’ll also have the opportunity to provide feedback about the coaching approaches that work best for you.

Our employees’ knowledge and skills are our competitive advantage and we are committed to providing you with support and tools you need to be successful. That’s what the Coach-the-Coach program is all about.


Observe the coaching session

Observe the Coaching Session

Agent

  • Engage as normal.

  • See evidencethat everyone here is on a performance plan – we all work on improving and being the best we can be.

Coach

  • Plan coaching ahead of time. Refer to scorecard.

  • Relax and engage in a natural discussion.

  • Agent will take cues from Coach.

Manager

  • Explain to agent the purpose of the observation and what will happen.

  • Don’t participate in the discussion.

  • Thank the agent for participating.

  • Provide feedback immediately.


Provide feedback

Provide Feedback

Post-Observation (2 x month)

Discuss observations and trends in coaching conversations, preparation, agent input.

Monthly

Incorporate observations, self evaluation, agent evaluation, results into coaching conversation.


A few fun twists

A Few Fun Twists

  • Peer Assessment

  • Agent Assessment

  • Role Reversal

  • Positive-Only Coaching

  • Choose-one-thing Coaching

  • Role Play Coaching with Assessment

  • Skill-Specific Assessment


Who s coaching the coaches

Questions?


Who s coaching the coaches1

Who’s Coaching the Coaches?

Rebecca Gibson

Contact Center Solutions Consulting

Interactive Intelligence

[email protected]


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