What is Coaching Leadership and How Does it Differ from Feedback?
This is the third part of an article series focused on change management in contact centers. You can download the entire series at the end of this article. This article focuses on how coaching leadership supports lasting change.
Coaching is goal-oriented interaction that focuses on individual development and future opportunities. The main differences between feedback and coaching are:
- Feedback: Focuses on past performance and provides assessments of what was done well or where improvement is needed. Example: “You should have addressed the customer’s concern more quickly.”
- Coaching: Focuses on the future and solutions. Example: “How could you address the customer’s concern right at the start next time?”
The goal of coaching is to provide employees with tools and insights to improve their performance independently. It is conversational, thought-provoking, and encourages self-driven development.
1. Practical Implementation of Coaching
Effective coaching requires planning and concrete practices. The following steps help build a successful coaching program:
a) Prepare for the Coaching Session
- Gather Data: Use performance-related information such as customer feedback, KPI metrics, and call recordings. Tools like QualityDesk facilitate performance analysis and provide a solid foundation for coaching.
- Define Objectives: Decide in advance what the coaching session will focus on. For example: “Today, we’ll focus on effectively identifying customer needs at the beginning of calls.”
b) Structure of the Coaching Discussion
- Build Trust: Start with an open and positive tone. Example: “It’s great that we can focus on improving together today!”
- Highlight Strengths: Begin by discussing what went well. This creates a positive atmosphere.
- Guide Towards Insights: Ask questions that encourage the employee to think about solutions. Example: “How could you use this approach even more effectively in the next call?”
- Set Clear Actions: Conclude the session with specific next steps. Example: “Let’s agree that you’ll try this method in the next five calls, and we’ll review the results afterward.”
You can use the QualityDesk Coach’s Handbook for comprehensive coaching plans.
2. Continuity of Coaching and the Role of Tools
Coaching is not a one-time event but a continuous process. To make coaching impactful, it must be part of everyday operations. Here’s where tools like QualityDesk are crucial:
- Monitoring and Reporting: QualityDesk allows continuous performance tracking and analysis. Coaches can use the tool to identify areas for improvement and assess progress.
- Coaching Process Management: The tool helps document each coaching session and track an employee’s development over time, ensuring that agreed actions don’t remain mere talk.
- Motivation and Commitment: Real-time feedback and clear reports motivate employees to see their own progress and commit to goals.
3. Why Does Coaching Work?
Coaching works because it fosters individual, goal-oriented, and forward-looking learning. When employees have the opportunity to discover insights themselves, they are more committed to change. Additionally, coaching enhances workplace well-being: employees feel their development is valued, leading to greater satisfaction and lower turnover.
4. Building a Coaching Culture in a Contact Center Environment
To embed coaching into the organization’s routine, a cultural shift is needed:
- Leadership Commitment: Leaders must actively participate in coaching and set an example.
- Regularity: Coaching should be recurring, such as weekly or monthly.
- Involvement at All Levels: Coaching isn’t just for addressing challenges; it applies to all employees, including top performers.
Conclusion
Coaching is not just a method to improve employee performance but an investment in the organization’s future. When coaching is implemented systematically and supported by the right tools, such as QualityDesk, contact centers can achieve significant and lasting changes.
