Here is a sample of what to do before your coaching session:

Agent:

Choose 3 to 6 calls that they want to review in the coaching session

These calls will be sent to the manager the day BEFORE the session

Manager:

Keep a running doc of agenda items throughout the week and share it with your agent.

Review the calls from the agent before the session BUT don’t leave any call notes. The goal is for the agent to lead this part of the session.

Take this template to your next coaching session and see immediate results.