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7 Steps to Build a World-class Coaching Program

Contact centers often invest millions of dollars to help them route, manage, record and analyze calls and yet spend relatively little resources getting the basics right - managing agent performance.

Despite their direct impact on the customer experience and bottom line, most companies still rely on informal or paper based agent coaching as their primary mechanism to deliver performance feedback. World class service centers have taken an entirely different approach. They have shed their informal coaching practices and have aggressively invested in next generation coaching tools to ensure that they get the most from their people.

In this paper, we’ll demonstrate why coaching is a critical process and provide a detailed, seven-step guide to putting a Next Generation program into practice