Update on Coaching Tasks
What’s still open and what’s completed?
- Department Development
- Manager Development
- Agent Development
Your Current Goals and Projects
- Department Goals
- Department Projects
- Company Goals
30 Day Trend Report
Call out the story in the data: What is the customer effort/agent effort?
- KPI Review
- Team > Efficiency
- Reason for Contact > Deflection
- Macros > Reason for Contact
Insights Action Items
What did we learn that we can act on today?
Upcoming Focus
How are we contributing to our quarterly goals?
Coaching calls should provide an update on tasks, metrics, and upcoming priorities. As a former Senior Support Coach at Boostopia, Crisi Silva conducts dozens of monthly coaching calls and has condensed her learnings into a great template for anyone to get started with.
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