In today’s environment — where contact centers have shifted to remote/hybrid work, agents are leaving jobs in droves as part of “The Great Resignation,” and customer interactions are exploding in number while becoming more complex and omnichannel. More than 59% of organizations are taking steps to prepare their teams for automation. Their thinking is that customers are turning to self-service for simple matters and will primarily seek agent support for unique or complex matters. With this in mind — performance coaching has never been more important. Or more challenged.
Stressed-out remote agents struggle to obtain the same caliber of effective coaching and support they received when working in a center. What they want is more frequent, personalized and flexible training.
But managers don’t have an efficient, standardized way to coach agents beyond the standard evaluations they already deliver. They continue to give all agents the same training because they don’t know which behaviors and skills each agent needs to improve upon at an individual level.
Inconsistent customer service, ineffective contact center management and frustrated agents. Agent frustration is so great, in fact, we learned in our 2021 Agent Wellbeing report, the second highest reason for planning to leave their job is limited growth opportunities in their current role, — with only 18% saying higher pay was their main reason for leaving.
It’s against this backdrop that we developed our new Calabrio ONE module — Calabrio Performance Coaching.
Here’s what Performance Coaching can do.
Performance Coaching lets your managers monitor agent interactions for potential skill and behavior gaps that affect the customer experience. For example, supervisors can gauge how effectively agents use the tools they have at their disposal; supervisors also can track performance across multiple interactions and different KPIs.
Performance Coaching automatically schedules the most appropriate training for each agent based upon their individual agent metrics or skill gaps. Integrations with learning management systems also give agents easy access to additional, relevant training materials while using gamification to reward their improvements and success.
Performance Coaching helps identify the best coaches in your organization, highlighting which coaches excel in each specific performance area. It also identifies which training tools perform best and which ones may need updating.
Find out how Calabrio Performance Coaching can empower your own coaches while instantly highlighting areas of agent struggle and success, and opportunities for professional development — visit the webpage.