Coaching & Performance Hub
Coaching and performance, made simple
Coaching and performance, made simple,
Walk into every coaching conversation prepared, set goals that stick and spot who needs support before it becomes a problem.
The GROW and SMART templates and the QA sample size calculator are free. Members get the full coaching toolkit.
Every tool here is included in your membership. Pick your question and go straight to the right one.
In this hub
- 14coaching scenarios in the Team Leader Coach
- 3free tools, no account needed
- 3self-paced leadership courses for members
- 25%off live training for members
- 14coaching scenarios in the Team Leader Coach
- 6everyday coaching questions answered
- 3self-paced leadership courses included
- 25%off live training
Switch to your Individual Account to use this hub,
You are signed in with the admin account for ’s ACXPA Membership. The coaching tools and downloads open from an Individual Account.
If you’ve allocated yourself a membership, use Switch Account at the top of the page. If not, allocate one from your membership dashboard.
Three coaching tools are free right now
Download the GROW and SMART templates and use the QA sample size calculator. No account needed.
Members unlock the examples, the Outlier Detection Wizard, the goal tracker workbook and three leadership courses, plus 25% off live training.
Ready for the full coaching toolkit, ?
Your free account covers the GROW and SMART templates and the QA sample size calculator.
Upgrade to unlock the coaching and goal examples, the Outlier Detection Wizard, the goal tracker workbook and three leadership courses.
Leading a team, ? Three tools come with Business Membership
You have the templates, examples, outlier tools and courses. The Team Leader Coach, the online Employee Goal Tracker and the Advanced QA Sample Size Calculator come with Business Membership.
Full access through ,
Every coaching and performance tool in this hub is unlocked for you, including the Team Leader Coach and the online Goal Tracker.
Welcome, , from
You have the coaching templates, examples, outlier tools and courses. They are the same workflows contact centres use every day.
The Team Leader Coach and the online Goal Tracker are reserved for contact centres on Business Membership.
👉 Start here
What do you need help with today?
Pick a question and we’ll take you to the right tools.
Coaching conversations
Goals & development
Performance & quality
Coaching conversations
Walk into every coaching conversation prepared
Pick the scenario, from a productivity slip to an attendance issue, and get a structure, suggested language and follow-up actions.
Tools for this
Leading a team? Business Membership adds the Team Leader Coach →
Need a refresher? Read the plain-English guides
Coaching conversations
Build your coaching skills
Three short leadership courses are included with membership. For more depth, CX Skills runs a coaching pathway and live courses.
Goals & development
Set goals your team actually works towards
Use the SMART template, borrow from the examples, then track progress so goals don’t get forgotten.
Tools for this
Goals & development
Keep a coaching record for every team member
Save goals, check-ins and notes for your whole team, with reminders so check-ins happen on time.
Tools for this
Leading a team? Business Membership adds the online Goal Tracker →
Performance & quality
Find who needs coaching, and who to recognise
Paste in any metric, from handle time to quality scores, and see who is drifting from the team’s normal range.
Tools for this
Need a refresher? Read the plain-English guides
Performance & quality
Score enough calls to trust the result
Work out the QA sample size for your team or for each agent, so coaching is based on results you can rely on.
Tools for this
Need a refresher? Read the plain-English guides
Know what you need? Here it all is
Grouped by what you’re working on.
Coaching conversations
Plan the conversation and build your skills as a coach.
Goals & development
Set clear goals and keep a record of every check-in.
Performance & quality
Use data to decide who to coach, and how many calls to score.
Want to become a better coach?
, want to become a better coach?
🏷️ ACXPA members save 25%
🎉 Your 25% member discount is ready
Live, online team leader training from CX Skills: coaching, quality, leadership and operations. Buy a single ticket or train every leader.
Anyone can book. ACXPA members save 25% on every public course.
Book through the links here while you are signed in and the 25% comes off at checkout.
- Team leadersContact Centre Coaching ProCoaching conversations and feedback that change behaviour
- Team leadersQuality Management & CoachingDefine, measure and coach for service quality
- New leadersTeam Leader LeadershipThe essential leadership toolkit for frontline leaders
- Self-pacedOnline Coaching Skills CourseSelf-paced coaching fundamentals with a certificate
Live Upcoming Public Courses
Buy a single ticket, or book several for your team.
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Free coaching and leadership articles
Practical advice on coaching, engagement and performance for contact centre and frontline service leaders.
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ACXPA |Contact Centre Managers, Contact Centre Team Leaders, Contact Centres, Employee Experience |0What actually drives contact centre engagement in 2026 — and 10 practical, low-cost ideas to boost it, from awards nights and trivia to learning circles, gamification and getting offsite.
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Tips on how to retain call centre employees
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