Coaching as a Business Benefit: A Case Study of Developing a Coaching Culture in a Fast Moving Business Environment (UK)
Gem, a contact centre handling contracts with major international organisations is developing a coaching culture because it makes business sense. The session will describe the FAST coaching model they are using, and the factors that are making this a business relevant strategic input.

Biography .:. Carole Pemberton PCC

Since discovering in her first job that intelligence alone did not help people to make the best choices for themselves, Carole Pemberton has been involved in coaching individuals, consulting to organisations on the management of talent, and developing managers to coach as a natural part of their daily working lives. She has written extensively on career and coaching issues, and her book “Coaching to Solutions” provides the model which Gem have applied in developing coaching as part of their business strategy.

Biography .:. Andrea Close

Andrea Close has worked  as a manager in contact centres for 10 years and is currently responsible for the delivery of quality at Gem: a leading contact centre in Northern Ireland.  She leads a team of  Customer Experience Specialists who act as internal coaches, but she has also brought her passion for the development of others into  developing coaching as part of how all staff  work.  Her focus on the needs of the business  ,  combined with her training as coach has enabled her to make coaching a strategic intervention in a fastmoving, demanding business.