Coaching helps to foster an engaged and motivated team, while providing the tools and resources necessary for agents to succeed. A good trainer is knowledgeable about the industry, knows what challenges are faced by agents on a daily basis, and can help create solutions that improve their performance.
Call centers that include coaching as part of their overall strategy generally have better results when it comes to customer experience. Coaches can work alongside agents to identify areas of improvement, set new targets and rewards for meeting those targets, as well as provide ongoing support during difficult calls or times of high demand. With coaching, call centers can ensure that their team has the proper skill sets needed for success in today’s competitive marketplace. Additionally, by helping build trust between agent and customer, coaches can ultimately increase customer loyalty and satisfaction over time.
More Contact Center Coaching Resources for Customer Service
E-Learning & Agent Training Software for Call & Contact Centers | LiveVox
Empower managers. Easily create workflows to assign and track training and coaching tasks to individual agents or teams, regardless of location.
How to Add Speech Analytics Into Your Workforce Management System Workflows – LiveVox
In order to efficiently coach agents, they should know what top-quality calls sound like. Listening to successfully resolved high-risk calls helps teach agents how to provide a positive experience for irate customers. Managers generally ask agents to submit their best calls. Sometimes they are lucky enough to catch a great call during call monitoring sessions.
Tips for Coaching Call Center Agents | LiveVox
Managers who coach their agents often see the best results as a quality management technique. If there have been customer complaints or you have listened to call recordings and noticed a problem, then this is the time to address those issues. Many people may not realize it, but customer service is a skill that has to be learned and practiced to fully master. This is the time to help teach that skill and offer advice about what to do in particular situations.