If you are the VP, Customer Service…

You have strategic targets for customer satisfaction, employee engagement, service levels and productivity. The executive team is looking to you to improve these and no one is offering you more headcount without a battle.

You know there are gaps in Rep skill and knowledge which contribute to underachievement in productivity and customer satisfaction. Employee engagement scores have not moved much in past years and why would they? The front line management approach hasn’t changed in years. They are working hard managing but few are leading. You’ve been investing in process improvement, at desk tools, product training – now it’s time to invest in the skills of your leadership team.

If you are the Call Centre Director or Second Line Leader

With growing complexity, new processes, a project list that is never-ending, you need your frontline leaders to adapt quickly to change and then just as quickly help their agents adapt -- with a more consistent approach among your managers. You also want to address the reactive culture – putting out fires all day long – and create a proactive culture – confident and in control. Everyone is busy, stressed, and some of your front line leaders don’t have the experience to change their approach in this environment. They’re working hard to keep their heads above water. You know it’s your job to help them.

If you are the Call Centre Team Leader or Supervisor

You want to agents to take ownership of the customer – be accountable to fix their problem, not transfer - it’s NOT someone else’s problem. To achieve this, you want to spend more time with top performers and middle performers – too much time is spent addressing tough performance and behaviour issues with low performers – the ones who bring down morale, including yours.

You’re looking for the catalyst to change from a life of emails, projects, and running reports to leading your people, building energy and excitement and accelerating accountability and results. But you’re not sure what to do differently.

If you are the Agent…

You want more face time from your leader – right now you get little time to discuss work issues. It would be great if your Manager knew what you do, knew the business better, and knew more about you as a person, what motivates you to perform better.

It would also be nice if they didn’t save up all the criticism for annual review –you’d like some real-time feedback so you can do something about it – so you know how to improve. When your leader is putting out fires all day long – they’re managing not leading. A well-executed Coaching System will bring your manager back on the floor to support you.