"We have used FirstLineCoach.com to really make a big difference in how we handle complaints. After an initial trial phase we stopped using the FLC system for 6 months to re-organise and during this period we dropped 25 NPS points. Once we started using First Line Coach again the scores came right back up. I can hear the difference every day in the calls staff make and I can track that coaching is really happening."

We use FirstLineCoach.com extensively to help our team leaders coach our staff across multiple client accounts. It requires our junior leaders to really think about coaching in a structured way. The other solutions we have tried stopped at the metrics, but this way really helps with the coaching conversations.