Drilldown view of Associate Coaching & Performance
Coaching journey from performance awareness to career development
Stages
Phases
Jobs to Be Done
Goals & intent
Problems
Key friction points
Actions
Associate activities
Emotions
Emotional state
Actors
Human
Digital
Pain Points
Experience barriers
Key Insights
Risk
Opportunity
Behavior
Outcomes
Expected results
Ideas
Features & Concepts
Performance Awareness & Check-in
Metrics Review
Receiving Coaching Session
1:1 with TM
Real-Time Feedback & Nudges
In-Contact Support
Career Development & Recognition
Growth & Rewards
Performance Management (PIP)
Improvement Plan
Understand current performance standing
- •Know where I stand vs. expectations
- •When I review my performance, I want a clear, single view of my metrics so I understand exactly where I stand and what to focus on.
Understand what to improve and how
- •Receive both recognition for strengths and guidance on gaps
- •When I receive coaching, I want it to be specific, balanced, and actionable — not just corrective — so I can make real improvements and feel motivated.
Receive immediate feedback on contacts as they happen
- •Understand what went well and what to improve in the moment
- •When I handle a contact, I want immediate feedback on my performance so I can adjust right away, not 48 hours later.
Understand career progression path
- •Receive recognition for achievements
- •Access upskilling opportunities
- •When I perform well, I want recognition and a clear path to grow my career — not just corrective feedback when I underperform.
Understand PIP status and what's needed to improve
- •Exit performance management with clear improvement path
- •When I'm on a performance plan, I want specific, structured support and clear milestones so I know exactly what I need to do to improve and stay.
Fragmented Performance Data
Metrics Complexity
Corrective-Only Coaching
Coaching Efficacy Not Measured
TMs Lack AC3 Screen Visibility
No Real-Time Feedback
No Post-Contact Coaching Mechanism
No Career Path Visibility
Recognition Deficit
Frequent Team Changes
Structural Pathway to PIP
PIP Perception
Log into Inspire for performance metrics
Review CCX-O, AHT, DUR scores
Check Galaxia for PIP status
Receive email notifications about performance
Attend scheduled coaching session (1:1 with TM)
Review contact examples with TM
Discuss areas of strength and improvement
Set goals for continued development
Handle customer contact in AC3
Flag difficult contacts for TM review
Receive real-time nudge or coaching prompt
Post-contact self-reflection
Receive recognition from TM (shout-out, email)
Review career path options with TM
Complete optional upskilling training
Participate in top performer knowledge sharing
Receive PIP notification from TM
Check Galaxia for PIP status
Attend increased coaching frequency (weekly)
Complete assigned training modules
Track improvement against defined targets
Inspire data is 48+ hours delayed — not actionable in real time
Inspire updated in real-time instead of 48-hour lag would dramatically improve coaching responsiveness
TMs spend 70-80% of time on coaching/auditing; manual contact audit limits coverage to ~1% of contacts
Holistic coaching methodology in Inspire combining metrics with behavioral context
Cadence: weekly (bottom performers), 2x/month (mid-tier), 1x/month (top tier) — top performers receive least coaching time
No AC3 telemetry used proactively — TMs can't detect when CSA is struggling in real time
AI nudge feature on AC3 similar to Real-Time Abuse Detection Alerts for coaching opportunities
No recognition mechanism; system surfaces problems more easily than successes
System enables TMs to send shout-outs for success stories with automated positive reinforcement
Top performers want opportunities to coach and share good practices with peers
95% failure rate on cross-skill certification — associates intentionally failing to avoid PIP-inducing transfers
Coaching driven by bottom 25% focus — negative reinforcement cycle with no balanced support
Proactive Early Warning System (EWS) to identify at-risk associates before PIP is triggered
Single, real-time performance view accessible to CSA and TM
Simplified core metrics focused on customer experience
Balanced feedback with recognition and corrective guidance
Standard coaching framework across all TMs and sites
Associates understand expectations and feel motivated
Real-time or near-real-time coaching signal delivery during and after contacts
Post-contact feedback mechanism in AC3
Predictable career development path to upskill
Incentive programs and awards for top performers
Top performers have opportunities to coach peers
CSA understands clearly what improvement is needed and what support is available
PIP used as last resort after proactive coaching efforts exhausted