Coaching Transforms Intuit Call Centers Interaction Associates provided coaching for one of the most successful human resources initiatives ever at the Intuit Contact Centers. Situation In mid-2002, an eight-person internal task force was charged with examining coaching and performance management practices at the financial software giant Intuit Inc. To assess the role these practices played in the employee experience, the task force held focus groups, and reviewed the results of Voice of the Employee (VOE) surveys, which Intuit conducts periodically. The task force reported that employees were dissatisfied with the quality and quantity of coaching they received, and noted that managers were frustrated by the absence of the tools — and the incentive — they needed to coach effectively.

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