Creating a coaching culture amongst managers and leaders

'iLead programme' supporting embedding of Voice of our Brand across 4 UK contact centres Clarity on leadership.  Partnered with Enthuse working with front line teams.

Working with leaders and all management / team leaders on key aims of a) creating Vision for high customer experience and b) creating a coaching culture to deliver the experience in every interaction. Making the Voice of the Brand work come to life through all levels of people.

• Engaged the hearts and minds of the leadership team and departmental managers to create a vision for customer excellence
• Improved call quality, efficiency
• Improved people satisfaction in engagement scores
• Improved customer feedback 
• Highest performance from one site which was closing down due to work with senior management