What is Agent Coaching?
Agent coaching is a quality management and/or performance activity in which you provide agents with feedback, examples, and activities to complete to help them improve their skillset. When you identify areas where your agents are weaker or need assistance, coaching can improve their abilities and guide them. When creating coaching, make sure that agents can walk away with the “why” and “how” to be successful. Effective coaching will include specific activities that the agent can complete to understand how to improve. Effective coaching will include specific activities that the agent can complete to understand how to improve.
You can have the best quality management program in place, but just telling an agent “how” they are doing isn’t enough to correct any issues and close performance gaps. You won’t drive improved results if agents aren’t receiving effective coaching. When you identify areas where your agents are weaker or need assistance, coaching can improve their abilities and guide them.
Quality management software makes coaching efforts more sustainable, making it easy, streamlined, and efficient. Leading quality management software not only provides the mechanism to evaluate agents, but also features native capabilities to create and route coaching to agents, track coaching completion, and monitor performance improvement to understand coaching effectiveness.
Agents also need easy access to the coaching from within the same interface where they handle customer interactions, delivering to them in bite-sized chunks. That way, when they have downtime between customer contacts, they can focus on development activities.
How NICE can help
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.