Contact center side-by-side coaching by Robert C. Davis and Associates: The side-by-side coaching agenda

By Brad Baumunk, President and COO, Robert C. Davis and Associates

The contact center side-by-side coaching model agenda by Robert C. Davis and Associates (RCDA) is an easy-to-follow process and sets the agent and leader up for success.

  1. Inform. Let the agent know you will be sitting with them.
  2. Explain. Let the agent know the purpose of the session is to look for ways to improve their performance.
  3. Confirm. Remind the agent, or better yet let the agent tell you, what their commitment was from the last coaching session.
  4. Assess. Ask the agent how that commitment is working.
  5. Prepare. Tell the agent you will listen for improvement in the area of commitment.
  6. Listen. Observe three complete customer interactions (or as time allows).
  7. Pause. Ask the agent to pause.
  8. Assess. Ask the agent what they did well on those three interactions.
  9. Reinforce. Tell the agent additional things they did well on the interactions.
  10. Identify. Ask the agent one thing they could have done better on the interactions.
    • If you agree, do a skill transfer on that one thing.
    • If you disagree, point out the one area you think would bring the agent the biggest increase in performance.
  11. Skill transfer. Conduct the skill transfer process around the agreed area of improvement.
  12. Observe. Go back to side-by-side coaching and observe the agreed area of improvement.

As we discussed in our last post, skill transfer is critical to a successful meeting. 

But how do you know what skill you need to transfer? In step 6, you listen to three calls, and you are listening for something very specific from step 3, the agent’s commitment from the last session.

A common mistake we see is when leaders try to boil the ocean and fix every issue they heard during the three calls. For the side-by-side coaching process to be successful, it is critical to listen for the agent’s commitment and only coach to the commitment.

Step 8 allows the leader to give the agent an opportunity to self-assess before moving on to step 9. In step 9, kindly point out everything they did well on the call before moving to step 10, where you identify the one area to focus, and then conduct the skill transfer (step 11).

Finally, complete the side-by-side coaching session by observing one more call (step 12), in which the agent delivers the new or enhanced skill in a live situation.

Schedule a call with RCDA to learn more about our proven side-by-side coaching model and how it can be of high value to your contact center operation.

Robert C. Davis and Associates
Bob Davis, Founder and CEO | 678-548-1775 |
Brad Baumunk, President and COO | 512-695-2511 |