BT Best Practice Site Visit

COACH: Zero in on what matters most and help each call make the difference to customers through coaching at BT

Date: 20th June
Location: Lincoln

  • See how BT’s insight team developed COACH, a coaching capability which enables consistency across all operational teams to focus on the right customers and provide effective coaching.
  • Learn how this is making it possible for managers to coach their people to achieve their personal best and focus on specific issues that matter most to the customer or business. 
  • Hear how this has changed the advisors’ perception of coaching and feedback, feeling more autonomy over their personal learning and continuous improvement 

Who should attend? This case study will be of huge interest to insight team, HR/coaching specialists, operational managers and planners looking to understand how to drive operational effectiveness. It will be of particular interest to larger or outsourced operations in learning how to tackle multiple issues at scale and allow data to support cultural change and customer experience improvement. 

For more information or to book your place click here



(c) Professional Forums Ltd 2000-2018