We discussed previously on focusing 1-2 elements when coaching your agents. Here are a few ideas as well.
Don’t show my scores!
It is good that we know where we are at in order to improve ourselves. We can still do this but not on each coaching session. Agents tend to calculate too much and seeing numbers instead of focusing on their job – solving the customer’s problem. It is the supervisor’s job to know where they are at and how to guide them to success.
Let’s make it weekly or even every two weeks. One important thing to remember: Just show them few numbers and not the whole lot. It is good to know that they’ve improved a couple of points after a week than confusing them on how many times they received a low score.
