Coaching Call Center Agents to Impact the Customer Experience

In a recent call center agent productivity study conducted by Ventana Research, 81% of those call center leaders polled cited improving agent performance as a top priority in their organization. So, if improving agent performance is a key initiative for most call centers, and coaching is a proven contributor to positively impacting agent performance , why do so many call centers continue to struggle with providing agents with enough effective coaching?

It certainly isn’t for a lack of effort. In the same Ventana study, 37% said that they ask agents to
use idle time for activities like coaching. While one-third of centers don’t set targets for coaching, for those that do, 33% expect agents to be coached for 15-30 minutes each week. But for most, these targets simply aren’t met because, like so many other challenges in the call center, it all comes down to time.  A new white paper by Knowlagent explores 5 Tips to optimize you call center coaching program.

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