Let’s start with a question. Do you identify with any or all of the below statements around agent performance and coaching?
Any of those hit home? If so, you’re in the right place. In the next four minutes, we’ll answer:
Let's dig in.
The ultimate goal of a world-class agent coaching program is to drive continuous improvement to customer experience (CX). It revolves around building seamless coaching workflows, consistent analytics, and automatically identifying and mitigating inefficiencies and shortcomings across your contact center.
For agents, a great coaching program helps them discover their untapped potential, navigate complexities with ease, and become the best brand representatives.
There are five key elements to successful agent performance programs:
Agile and personalized coaching workflows can greatly impact your team’s performance. This is where your agent QA evaluations come into play. When done right, there are two ways you can use them to strategically influence your coaching programs. It's coaching on what really happened, not what might have happened.
Let’s say you want to coach agents on building their empathy skills. Approaching any conversation with empathy puts the agent in a better position to establish rapport with the customer. It’s a critical soft skill that impacts CSAT, business acquisition, and customer retention.
Empathy statements are identified with keyword phrase monitoring and paired with sentiment analysis to determine what specific empathy statements contributed to a positive CX. Once these empathy statements are known, they can be used to replicate the above method to design team-wide or agent level coaching programs to boost and improve CSAT and revenue across the organization.
Micro-coaching sessions are laser focused, bite-sized coaching programs for agents to bring speed and agility. For example, picture a scenario where a supervisor notices that a group of agents aren't stating the mandatory compliance dialogues required on every conversation taking place. This is a serious issue that must be addressed immediately, as it can lead to major legal repercussions.
Micro-coaching sessions are quite effective here. Design workflows that address such time-sensitive issues proactively by transforming your people managers into CX coaches.
Here are a few ways to achieve this:
“The speed at which we’re able to react to what’s happening is critical, and we continuously aim to reduce it. Take a scenario where an agent is coached on compliance days (or up to a week) after an evaluation is completed. There could be severe fatal errors in that time period that need to be addressed, that simply aren’t,” says Neal Topf, President of Callzilla.
You can identify consistent top performers by monitoring 100% of the calls and analyzing performance metrics for every agent. Linking these top performers with struggling agents or looping them in for team-wide coaching sessions will encourage peer to peer learning. Programs like small group training or 1:1 virtual training is a practical and agile format.
With contact center AI, you get a view of top performers across different parameters on one dashboard. With this data, coaches can create customized training resources like go-to talk tracks and call snippets of these top performers.
Simply capture talk tracks and bucket the instances of how your top performers navigated tough customers and created positive experiences for them. Voila! You have a playbook. Share it with the team members to get that win!
With Observe.AI, companies like Root Insurance have started implementing the above-mentioned methods. They’re successfully coaching agents via virtual training sessions— Zoom “side-by-side”, as they like to call it, to help agents who are struggling. You can read more on how the Root Insurance agent workforce went remote in just 48 hours.
Every coaching session is an opportunity to empower and inspire change across your contact center workforce. It’s extremely important to empower team leaders with agent performance data that’s relevant, easy to consume, and actionable. The end result? Empowering your coaches to prepare, deliver, document, and track agent coaching effectively.