Coaching Skills for CX Leaders

Cultivate Ownership and Resilience for Peak Performance


In today’s competitive CX landscape, driving team performance demands more than procedural know-how. CX leaders must coach with intention—cultivating ownership, building resilience, and guiding smarter decisions right in the flow of work.

This transformative workshop, led by Evolution Coach Andrew Hapke and MaestroQA’s Dan Rorke, will unveil a simple, repeatable coaching framework tailored for CX teams. You’ll learn to facilitate impactful 1:1s and team huddles, and embed sustainable coaching habits that elevate agent performance and deliver exceptional customer experiences.

When: Available Now
Where: On-Demand



 

 

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Elevate Agent Performance

  • Advice vs. Coaching: Learn to distinguish between giving solutions and empowering discovery—and when to use each approach.

  • Repeatable Coaching Model: Practice a simple framework you can apply in 1:1s, team huddles, and real-time interactions.

  • Coaching as a Habit: Establish a repeatable model that enhances agent performance without increasing workload.
  • Harness AI for Strategic Coaching: Leverage AI and MaestroQA’s customizable dashboards to identify team development opportunities and measure coaching impact.



Frame 1-1
Andrew Hapke

Andrew Hapke – Executive Coach and Facilitator, Evolution

Andrew is a Partner and Coach at Evolution. Drawing on his own experience as a founder and as a leader at high-growth startups, he brings firsthand insight into both the thrill and the grind of building businesses. Andrew’s style blends empathy, creativity, and strategy to help leaders tackle their toughest challenges with confidence and heart. He has also worked with entrepreneurial leaders and teams at companies like American Express, Facebook, KPMG, Amazon, Pepsi, and Betterment.

David

David Gunn – Senior Customer Success Manager, MaestroQA

David is a Senior Customer Success Manager for MaestroQA. He provides strategic recommendations and guidance to customers on coaching and quality best practices.