Make coaching conversations useful

For Northstar contact-center agents and leads; confirm local coaching practices before publishing.

This page gives a practical example of preparing for a coaching conversation. It does not establish Northstar's coaching cadence, scoring rules, documentation requirements, or escalation process. Leads should use the approved process for their location and team.

Bring a specific work example, focus on an observable behavior, and agree on a next step that can be checked later.

A sample coaching conversation

Use this sequence only if it matches the process confirmed by your team.

  1. 1

    Prepare one example

    Review the relevant interaction or work example using the approved quality criteria. Note the behavior and the point you want to discuss.

  2. 2

    Discuss the evidence

    Describe what happened, invite the agent's context, and compare the example with the criteria that apply to the queue and role.

  3. 3

    Agree on a next action

    Choose one specific action to try, name who will support it, and agree how progress will be checked.

  4. 4

    Follow up

    At the agreed check-in, review the action and decide whether further support or clarification is needed.

If you have a coaching question

Use the question route confirmed for your team and location.

Ask your lead which coaching resource or process owner applies to your role. If the published guidance needs correction, raise the specific page or criterion through the confirmed content correction route.

Confirm the coaching owner, question route, and review trigger before publishing this guidance.