CONTACT CENTER COACHING

With Impact 360 Coaching, you can better coach your agents, gain a clearer picture of agent performance and supervisor effectiveness, and ultimately deliver better service to your customers.

In the hectic contact center environment, managers and supervisors often spend the least amount of their time coaching agents.

Impact 360 Coaching is a practical solution to help contact centers make agent coaching a part of daily operations. Impact 360 Coaching provides out-of-the-box workflow for scheduling, delivering, and tracking agent coaching that’s integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).

By tying agent coaching together with scorecards and training — and making this information available right on the desktop — Impact 360 Coaching can help your organization provide employees with better guidance on how to develop and enhance their skills.

Impact 360 Coaching leverages scorecards, KPIs, evaluations, and other benchmarks to trigger coaching “events.” Using thresholds that you define for acceptable performance, Impact 360 Coaching can automatically send an email or pop-up alert to the appropriate manager if an agent’s scores drop below the threshold.

Managers can view coaching events for their teams and even schedule coaching sessions proactively using Impact 360 Coaching’s intuitive interface. Point-and-click fields make it easy to set up meetings and attach relevant information to the online coaching form, such as recorded interactions, KPIs, or evaluations. Managers can either deliver the coaching sessions themselves, or assign the coaching role to others. Desktop alerts notify managers and agents when coaching sessions are added or scheduled, helping ensure that the sessions are conducted in a timely manner.

During the sessions, coaches can provide one-on-one feedback that’s substantiated by the documents or recordings attached to the coaching form. This not only helps expedite the sessions, but also provides agents with specific examples of behaviors or skills that are commendable or need improvement. The net result can be more objective, meaningful sessions that can help employees better focus their efforts.

At the conclusion of a session, coaches can enter their comments into the coaching form to underscore the key points covered during the discussion. Agents then have the opportunity to provide their feedback on the session. Better still, coaches or managers can assign — and monitor the completion of — specific training courses or eLearning materials to help agents enhance their performance. Managers can schedule follow-up sessions to review the results of the coaching and incorporate their findings into future coaching sessions and performance reviews.

EXTEND THE VALUE FROM YOUR IMPACT 360 SOLUTIONS Because Impact 360 Coaching is part of the unified Impact 360 Workforce Optimization suite, it shares many of the same foundation services, such as alerts, user administration, reporting, and more. Better still, it can help you receive extended value from your other Impact 360 solutions, including:

  • Impact 360 Quality Monitoring — You can capture screens and recordings that show strengths or areas for improvement, and attach them to the Impact 360 Coaching form to provide examples during a coaching session.
  • a href="http://verint.com/contact_center/section2a.cfm?article_level2_category_id=21&article_level2a_id=278" target="_blank">Impact 360 Workforce Management — You can set up a coaching session in Impact 360 Coaching, then use Impact 360 Workforce Management to help schedule it at the most opportune time.
  • Impact 360 eLearning — You can use Impact 360 Content Producer to edit captured interactions into “learning clips” that can be assigned during coaching sessions. And with Impact 360 Lesson Management, employees can access their assignments — and managers can monitor completion — without ever leaving their desks.

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