Staff Training and Development

Meaningful, Practical Sessions 

Coaching is a term that is regularly used within a contact centre environment. A supervisor or manager will be asked to sit with an agent to identify areas of improvement and help that agent succeed in their role.

However, in the busy contact centre environment, it can be difficult to take the time out needed to spend quality coaching time with your agents and to maximise the effectiveness of these sessions.

Contact centre coaching applications, such as Impact 360 Coaching from Verint, are practical solutions to help contact centres make agent coaching a part of their everyday operations.

These solutions can help you proactively coach those agents in more objective, meaningful sessions. Other features include:

• Leverage scorecards, KPIs, evaluation results to trigger “coaching events”
• Automatic desktop/email alerts when an agent’s performance drops
• Proactively schedule coaching sessions using intuitive interface
• Create online coaching forms containing recorded interactions, KPI information and relevant scorecards and add coaching feedback during sessions
• Managers can assign coaching sessions to others, or deliver themselves
• Agents can add their own feedback once sessions have been completed

Read more (Brochure, Verint Impact 360 Coaching, PDF)

Read more (Using Call Recordings to Coach Staff, Call Center Helper)