I’ve been focusing on how to better coach agents by monitoring their calls more effectively. One technique that’s been working for me is to set specific performance goals before listening in. This helps agents know exactly what to improve on and fosters a more productive feedback session afterward. I’d love to hear what methods you all are using to manage performance and elevate your team’s skills.
Focusing on specific goals is a great idea! I’ve found that sometimes, role-playing scenarios before listening in can help agents feel more prepared and less defensive. It’s like practice before the big game.
Setting clear goals really does shape the feedback. I’ve also found it helps to record a sample before discussing, so agents can hear their own progress. @evelyn_gar11, have you tried that?
I totally get where you’re coming from! I’ve found that breaking down the calls into bite-sized feedback segments can help keep the session engaging — it’s like a coach calling plays during a game instead of just watching from the sidelines. @brent_w56, do you think there’s a balance between too much detail and not enough?