Table of Contents
Coaching Overview
Coaching is designed to help supervisors support agent development and improve performance. It enables supervisors to identify agent strengths and areas for improvement, set performance-focused goals, and track progress toward improved KPIs.
Supervisors can use SMART Goals—Specific, Measurable, Achievable, Relevant, and Timely—to define clear objectives and measure coaching progress effectively.
Coaching Functionalities
Coaching provides a set of functionalities that help supervisors manage coaching activities, support agent development, and track coaching progress. The available functionalities are organized as follows:
Coaching
Development
- Tactical Coaching: Enables supervisors to manage and track tactical coaching activities focused on improving agent performance.
Tactical Coaching
- Training: Allows supervisors to provide targeted training to support agent development and address identified performance needs.
Training
Coachee Tactical Warehouse
- Coachee Tactical Warehouse: Enables coachees to access and review their assigned coaching activities, along with relevant coaching details and progress.
Tactical Coachee
Let’s understand these functionalities in detail.
Video