Contact center coaching
Ability to apply Contact center coaching practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
Qué significa cada nivel
La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.
P1
Describes the process, controls, stakeholders and basic decisions involved in Contact center coaching.
P2
Executes standard Contact center coaching activities accurately within established controls and escalates exceptions.
P3
Owns complex Contact center coaching cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Contact center coaching, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Contact center coaching and develops other experts.
Fuente: PROCOMER FTZ employer benchmark