The Shift:

Uncertain to Unstoppable 


You are a Leader in a contact centre. Your team is performing inconsistently.

You are expected to coach, yet no one has shown you how.

 

Arrange a short conversation to decide if this coaching programme is the right step for you.

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After this programme, you will be able to:

  • -Walk the floor and spot what is helping or hurting performance within minutes
  • -Choose one clear coaching focus instead of jumping between issues
  • -Open coaching conversations without defaulting to advice or fixes
  • -Ask questions that make people think and take ownership
  • -Close every conversation with a clear action and expectation

When you lead this way, your team becomes more consistent, performance improves, and you are no longer guessing where to focus your time.

This approach is built from 25 years leading and developing contact centre teams, where performance is driven through coaching, not theory.

 


Where you are now?

You've already done a lot right.

You've stepped into leadership, taken responsibility and kept your team moving.

At times, parts of the role are still being worked out as you go.

You leave conversations unsure what will change as the same situations keep repeating themselves.

You jump from one issue to the next without finishing the last.

Time goes to what feels urgent and not where it makes the biggest difference.


What a typical day feels like.

 

You walk into a 1:1 knowing something must change then leave feeling unsure what will actually be different.

You look at performance and know something is off and wonder where to step in first.

You move from one issue to the next and the same patterns show up time and again. 

 

Some leaders are newer to the role.

They prepare carefully, think through what to say and want to get it right.

Others have been in the role longer.

They move quickly, solve problems as they appear and carry more than they should.

Both are leading.

Both reach a point where a different approach will change how their team performs.

 

 

What is "The Shift"?

 

A series of 1:1 coaching sessions where you learn how to ‘Coach for Performance’.

Each session focuses on real situations.

You learn how to step into, control and lift each conversation with your team; knowing you will be able to confidently, put into practice tried and tested coaching techniques.

Building you coaching skills for 1:1, SbS and Team Meetings.

There's no generic off the shelf i.e. SMART or GROW conversations included.

 

What you will learn

You walk into a conversations knowing what you're looking for.

You leave knowing  what will change.

You spend time where it changes results. 

Not what is just loud and urgent.

You remain on track until you see change.

Not just until it's been discussed.

What to expect

5x 90 minute, 1:1 Coaching Sessions

Weekly focus and application

Personalised leadership plan

 

Who is this for?

This is for contact centre leaders who:

  • -already lead a team
  • -work on performance every day
  • -are open to doing things differently

 

Who fits best?

This works best for leaders who:

  • -take ownership
  • -apply what they learn
  • -are open to being challenged

Investment

€997

1x €997 or, 3x €332

 

Who is EiC?

+25 years of experience working in Contact Centres. Built through real conversation, real teams and real results.

 

 

You are already leading

Your team’s results and performance are a magnifying glass of how you lead today.

Take it up a level.

A short conversation to decide if this is the right step for you.

By sharing your email address, you are opting into our mailing list. We won't spam or share your information. Unsubscribe at any time.