Agent coaching is a vital process in call center management where supervisors or trainers provide guidance and feedback to agents. This is done to help them improve their communication skills, product knowledge, and problem-solving abilities. Effective coaching not only boosts individual performance but also enhances the overall quality of customer interactions, leading to higher satisfaction rates and better team morale.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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