4. Regularly Offer Feedback
When it comes to calling center coaching, you need to provide regular feedback to agents. Feedback is an essential part of management and training. Employees require constructive criticism in order to grow. Let them know where they are doing well and where they can do better. Avoid focusing on the negative alone and offer a more balanced outlook.
5. Leverage Call Data
A great way to offer the best coaching is by leveraging data from calls. Identify patterns of behavior by using data analytics. Look at where improvement is needed based on the facts. It is important to define the areas where the team needs to be trained. Call data can be used to bring new coaching opportunities. Data analytics can be used to identify just about everything.