Coaching

The Future of Contact Center Coaching: Our Top 5 Coaching Capabilities

Melissa Pollock

AmplifAI solves a host of challenges for contact center leaders and frontline associates, ranging data integration, performance analytics, gamification, learning, coaching, and quality analysis, but today we’re going to focus on the platform’s ability to create and drive more effective coaching!

1. Creating a Standardized Coaching System

We start by building your coaching methods, tactics, and behaviors, into a standardized coaching form. From there, AmplifAI manages an automated, full-circle workflow that drives Coaching Effectiveness:

  1. For Agents

  • Coaching's post to an open commitment table, and a coaching history table – so Agents don’t lose sight of what they agreed to work on, and can reflect on prior coaching's and results

   2. For Supervisors

  • Coaching history stays with the Agent, regardless of switching teams or programs – so changes don’t mean ‘starting over’ every time, and prepping for the next session is as easy as revisiting the last session
  • Follow-Up & Recognition Tasks are automatically distributed to Supervisors depending on whether Agents improved or not post-coaching – so what’s asked of people to work on, is held accountable, but without manual tracking
  • Coaching Effectiveness scores and rankings show Supervisors the results of their coaching efforts – so they know who they helped to improve or not, and how that compares to their peers on the same program

   3. For Leaders

  • Coaching activity and effectiveness visualizations highlight trends by program, site, and supervisor – so leaders can easily see who coached, how often, who got coached, metrics and behaviors coached most, and coaching effectiveness
Automated Coaching Workflows: Ensure leaders focus on their optimal coaching activities and are held accountable for the quality and quantity of sessions performed.
Task Manager: Standardized client coaching model with automated workflows that drive notifications to managers for coaching, recognition & follow-up activities.
Agent Dashboard: Performance by Metric, Current Coaching Commitments & Best Practices

2. Training Your Coaches & Developing Coaching Effectiveness

Coaching best practices are housed in AmplifAI and are proactively pushed to Supervisors to help them increase coaching competency.

We’ve worked with some of the best and most innovative customer care organizations over the last two decades to build a set of simple but powerful coaching guides and tools that empower frontline supervisors to be better coaches and leaders.

We streamlined that content into a set of short, engaging Micro-learning videos that are 1-5-minutes in length, single-skill specific, and incorporate video, animations, graphics, audio and captions, to deliver precise bits of learning that quickly build skill and spread best practices.

micro-learning example inbound graphic_2-1
Example: Inside Sales Micro-Learning; Behavior: Following The Inbound Script; Skill Set: Collecting Customer Information; Series: Effective Inbound Phone Calls

Specific, concise learning resources are critical to growth of frontline associates. We've compiled a collection of sales, collections, soft skills and performance coaching micro- and nano-learnings that are available for you to watch anytime. We constantly update our library, so make sure to access the micro-learning library and gain instant, free access.

3. Providing Visibility into Performance & Coaching

Few organizations have scalable mechanisms across onsite and at home teams that give visibility into who coached, who got coached, metrics and behaviors coached, and whether performance improved or not.

AmplifAI provides all that visibility and more, in dedicated views for each level of user, displaying individual, team, site and program level trends on coaching activities and results.

Visibility into coaching activities allows you to:

  • Understand coaching trends
  • Inspect your coaching processes
  • Recognize or reinforce expectations
  • Identify outlier and top performing coaches
  • Know which coaches needs development to be better coaches
Coaching Export: Shows behaviors and sub-behaviors coached, by manager, with effectiveness

4. Measuring Coaching Effectiveness

Even fewer organizations have any insight into which coaches are actually helping people improve, and which are not.

AmplifAI supercharges Coaching Effectiveness, with:

  • A continuous algorithm that calculates coaching effectiveness for every Supervisor
  • Effectivity scores based on how often Supervisors’ coaching's helped people improve
  • Stack-rankings that display scores across peer Supervisors on the same program
  • Dashboards that display coaching activities and coaching effectiveness scores at the individual, team, site, and program levels

Having visibility into coaching effectiveness is absolutely essential to evolving your operations to one of higher engagement, elevated experience, and improved performance – because you can’t improve what you can’t see!

Coaching Effectiveness: Is a proprietary metric that scores and ranks each supervisor based on whether agents improve after coaching.

5. Coaching Your Coaches

The #1 way to boost engagement and performance across your enterprise, assuming the procedural infrastructure has been put in place, is helping your coaches improve their coaching competency and effectiveness.

Evaluating your coaches’ coaching effectiveness is so critical to your operations, that if you don’t have this process in place today, we’ll help you build it as part of your AmplifAI implementation.

AmplifAI supports evaluating coaches, with:

  • An embedded, custom-configured ‘Coach-the-Coach’ form to evaluate coaching
  • Ability to record coaching sessions (from a tablet or laptop)
  • Ability to drive automated actions based on coaching performance

The Results of Using AmplifAI to Drive Coaching Effectiveness

AmplifAI has freed up managers from manual analysis, interpretation, and distribution of performance data, resulting a return of up to 50% more-time spent coaching and developing people!

  • With Agents having direct access to performance, coaching commitments and coaching history, they’re empowered to self-identify gaps and take independent action even before supervisors’ coach them – resulting in increased employee engagement and accountability!
  • The embedded coaching form and workflow ensures coaches are consistently applying your methods, that you have consolidated documentation, and the ability to easily inspect process.
  • The post-coaching workflow and progress-tracking ensures everyone has visibility into coaching commitments, history and results.
  • The continuously updating Coaching Effectiveness Score and ranking keeps supervisors informed of the impacts of their developmental efforts.
  • Coaching dashboards highlight for leaders which coaches need coaching skill development!

Creating A Successful Future

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

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Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

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Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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