Performance Playbook for Leaders

The biggest opportunity in customer service rarely lies in new tools. It lies in the variance: between teams, between employees, between good days and difficult ones. The Performance Playbook gives leaders in customer service and CX a clear standard for what they do daily, weekly and monthly. It sets out seven habits of effective team leads along four pillars, Track, Deliver, Develop and Motivate: from the morning KPI check to daily huddles, coaching, 1:1s and outlier management. It also covers the role of the business manager, the meeting cascade across all levels, a five-step implementation roadmap, a 14-day checklist and a scorecard to measure success.
35 pages · PDF · English