Coaching can become a daunting task when you have to work with multiple tools and spreadsheets to ensure you provide constructive feedback in a timely manner.
On a weekly basis, you send out a ton of emails to prepare for upcoming 1:1s and update multiple spreadsheets to keep things organized and structured.
You've wasted so much time managing the process and these spreadsheets, that when the time comes to coach, all the feedback provided throughout the month loses its relevance.
We all get caught up in spreadsheets and the tend to over-focus on what has been done, we lose focus of what matters most — the people doing the work.
By investing time in understanding performance metrics, continuous constructive feedback, and supporting your agents, you unlock your agents' potential through self-awareness, which will help you achieve results much faster. When your agents feel continuously supported, confident, and empowered, they are more likely to stick around for much longer!
Kaizo would like to help you :
Take your coaching skills to the next level!
The continuous cycle of performance coaching
This is how you can apply the performance coaching cycle in Kaizo
1. Identify coachable moments
Identifying coachable moments is not as complicated as you might think. It starts with observation!
Or how many times have heard this from your agents: What can I do to improve my performance?
Most of the time your agents have all the answers, they are the experts, you just need to help them get there!
Insights into KPI's, Quality ratings, feedback from others, PDPs & PIPs make a great place to start, but it does not end there — any topic that supports the growth of your agent can be an identified coachable moment.
2. Create Coaching Objectives
In this step, it's all about collaboration with your agent!
You need to define the way forward, let your agents know how they are doing thus far, provide support and guidance.
More often than not, all that comes to mind is time is running out, performance needs to be improved asap, and which channel of communication will be most effective to provide feedback?
Well, now with Kaizo, you can save time and ensure your feedback is provided on the spot in real time.
Use a fully customizable template to create coachable moments directly from the Agent Scorecard while checking your agents' performance or set agendas for future 1:1s. Bring this together by keeping track of all points in the Team House.
The Team House allows you to keep things structured and confidential but at the same time always have access to all points discussed and agreed on actions. Get rid of those spreadsheets you used to go for to track your agents' performance and let your agents be in charge of their own development.
Using our fully customizable goal-settingsystem, you can now give your goals a clear structure, ensuring a higher chance of success!
3. Act on & Monitor objectives
Goals are set, and now it's time for your agents to work for them!
With the help of data, Real-Time metrics, Alerts, Mission Center, and Team House you can inform, enlighten and give guidance to your agents when it matters most!
Regular feedback helps keep everyone on track.
Throughout the entire coaching process, keep track & collaborate in the Team House.
Through the Mission Center, have a complete overview of how the team is performing in real time, allowing you to provide support, guidance & recognition where needed.
Agents can monitor their own progress through the Dojo, ensuring accountability and ownership.
By accessing the KPI house, you can review the performance of all of your teams, look at the progress of Missions, QA ratings, and Coaching Cards.
Want to know if your team's performance is above or below the required standard?
The data Alerts in your Kaizo Inbox allow you to proactively act on important performance metrics to help steer your teams' performance.
4. Evaluate Results & Celebrate Success!
Appreciation goes a long way. By thanking and recognizing your agents for their efforts you will make them feel more accomplished!
- Recognize agents for a job well done through the Team House.
- Use the Mission Center to celebrate achievements; get the word out there, and encourage performance through recognition!
- Visit the KPI house to see where your Teams are standing and how the workflow is being managed!
Check out this video to see the performance coaching journey in action.