Performance Coaching Drives Agent Engagement

Introduction

Most agents care about customers and want to deliver an outstanding customer experience (CX). While formal new-hire training is a great and necessary first step in preparing agents to properly handle customer inquiries and interactions, performance coaching – particularly when delivered one-on-one by well-trained coaches – is often the difference between a good and great CX. When based on the right key performance indicators (KPIs) and practices, performance coaching will distinguish your contact center and brand by elevating the CX delivered by your agents.

This white paper explains performance coaching and provides a list of KPIs that should be used by customer service, sales, and collections contact centers as the foundation of their programs. It provides standards, tips, and best practices to help you build an effective coaching program, and it addresses the importance of making sure that contact center coaches are well prepared for this challenging yet highly rewarding task.

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