Workforce Management Featured Article
Calabrio Announces Add-on Module for Agent Coaching
While classroom-style training still has a place in the call center, it’s natural for humans to respond better to one-on-one coaching. But with managers and supervisors continually pressed for time – not to mention the challenges raised by the COVID-19 pandemic -- it can be hard to know where to focus one-on-one training sessions in the most effective way possible. Identifying individual or team skill gaps allows managers to better understand when and where to offer coaching to agents that need it.
A recent agent well-being study from workforce management solutions provider Calabrio (News - Alert) found channel expansion and increased interaction complexity are two of the top stressors for agents. Agents say they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago.
To help address the more personalized training needs of agents, Calabrio has announced the introduction of its new coaching solution for agent performance management, Calabrio Performance Coaching. The solution comes in the form of a machine-learning-enabled module in the Calabrio ONE Workforce Engagement Management suite, and it was designed to enhance the ability of contact center managers to record and track agent performance metrics and provide data to facilitate performance and coaching conversations.
"As the hybrid model cements itself in the world of work – and agents find themselves feeling more isolated than ever – data and automated insights will not just apply to understanding customer journeys but those of frontline employees too," said Matt Matsui, chief product officer of Calabrio. "Now, technology must empower our coaches, instantly highlighting areas where an agent struggles, succeeds and where there are opportunities for development. Performance Coaching gives contact center leaders an efficient tool to ensure they are consistently putting their agents in a position to succeed and provide the best service possible to customers."
Performance Coaching will allow managers to monitor agent interactions for potential skill and behavior gaps affecting customer experiences, and enable automatic training scheduling based on individual agent metrics or gaps. In addition, the module will help identify the best coaches in the organization and highlight which coaches excel in which performance areas.
Edited by Luke Bellos
