1. Part 1 – Quality Analyst/Coaches How do you select, train, measure and motivate your coaches - Barb Bleiler, WPS Health Insurance - Achsah Gridine, AXA Equitable

2. WPS Health Insurance Quality team conducts the evaluations and provides feedback to our Supervisors Supervisors are responsible for working with the agent on addressing findings from the evaluations Training takes the main seat while agent is in the training arena Barb Bleiler – WPS Health Insurance

3. Recruiting Contact Center Coaches A good coach will make his players see what they can be, rather than what they are. Ara Parseghian, former Notre Dame Football Coach Achsah Gridine, AXA Equitable

4. How it all began... The Contact Center Coach Role was created at AXA-Equitable, Inc. in 2006 Goal was to hire five coaches Candidates were interviewed by a mixed panel – scored/rated on the following: Verbal and Written Communication Skills Multi-tasking Analytical Skills Creativity Team Player Interpersonal Skills Ability to Motivate Organization and Time Management Confidentiality Conflict Resolution System Proficiency Experience/Education

5. Coach Ratings During the post interviews and presentations, the panel rated responses and observations were scored as follows: 0 = Candidate did not exhibit skill 1 = Candidate exhibited skill - needs development for position 2 = Candidate exhibited skill

6. Roles and Responsibilities Quality Assurance Training & Development Professional Development Coaching

7. On-Boarding / Training Plan Coaching for Results e-Learning Quality Expectations Performance Management Documentation Training Calibrations Professional Development Coaching – Formal vs. Quick

8. Coach Progression Plan Quality Coach Mentor Quality Champion or Resource Analyst Resolution Case Manager or Assistant Trainer Customer Service Representative