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Who’s Coaching the Coaches?

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?

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  1. Who’s Coaching the Coaches?

    Rebecca Gibson Contact Center Solutions Consulting Interactive Intelligence
  2. 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.
  3. Coaching is the most direct method to impact performance Theeffectiveness of coaching influences the impact.
  4. Coaching is the most direct method to impact our coaches’ performance If we coach our coaches, we will influence the impact.
  5. Coaching Measurements www.inin.com ©2012 Interactive Intelligence Group Inc.
  6. Define Your Coach-the-Coach Program
  7. Define Your Coach-the-Coach Program
  8. 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
  9. You want to WHAT?
  10. 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
  11. 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.
  12. 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.
  13. 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.
  14. 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
  15. Questions?

  16. Who’s Coaching the Coaches?

    Rebecca Gibson Contact Center Solutions Consulting Interactive Intelligence 443.254.3750/rebecca.gibson@inin.com
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