whole heart in driving the business forward.?_ According to Sarah, the reason for this success is that their team initiatives not only reflect the aims of the company, but also the goals of their employees: ??Personally, I think you can have the fun things that wrap around to make it a great place to work, but for me it??s about driving skill that then drives the business. So it??s about the recognition, the training and the progression.?_ Sent in by Raj Kaur Bilkhu. Regular Coaching ??Top of the list for driving results, staff retention and a happy workforce is coaching,?_ says Paul Jarman, COO of Paymentshield. He strives to create a culture of regular coaching being the norm. ??I believe what makes contact centres different is the leadership team. If it??s driven by managers who insist on quality coaching, this leads to success. Success then breeds enjoyment.?_ Colleague of the quarter Reward and recognition is also vital. Staff don??t just want ??material?? rewards for performing well, they also thrive on recognition. The ??colleague of the quarter?? receives a trophy and a voucher. Importantly, peers also get to vote on who should receive awards. Trip to another department Paul Jarman Earlier this year, a group was rewarded with a trip to the claims handling team in Peterborough. Says Paul: ??As well as a dinner with one of our senior managers and an overnight stay, they get to visit another team in one of our partner insurers, which makes them realise how