Agent Self-Coaching for Providing Great Customer Experience

What Is Agent Self-Coaching?

Agent self-coaching uses AI-generated personalized coaching suggestion CX best practices to help agents improve their performance.

Agent self-coaching isn't challenging to get your head around. In most cases, agents have done some self-coaching without even realizing it. Self-coaching for call center agents involves taking ownership of coaching themselves to improve their performance.

Agents often use self-coaching to help them achieve high QA and Csat scores. Historically call center supervisors have provided agents with coaching to help them improve their QA and Csat scores. Furthermore, agent self-coaching does not replace supervisor coaching; it supplements it.

Given the advancements in Artificial Intelligence (AI) technology, there is an excellent opportunity for call center agents to employ self-coaching skills on their journey to achieve QA and Csat world-class performance.

Agent Self-Coaching Features

A vector icon of a lady with a hedset on infront of a reputation gauge pointing at full.

Customer Feedback to Improve CX

We use conversational IVR/IVA surveys and call recordings to turn qualitative feedback from customers into actionable coaching outcomes. In other words, to coach agents effectively, you need an explanation of why customers are dis/satisfied or why their call was not resolved to understand how to improve CX.

Blue hexagon with an improvement graph infron of a CSR on a phone

Coaching Opportunity Identification

Agent Self-Coaching uses an agent dashboard and QA scores to identify coaching opportunities to improve their performance.

A vector icon of a woman receiving a tip while on a headset

AI-Generated Personalized Coaching

Agent Self-Coaching uses AI-generated personalized coaching suggestions to improve their Csat and QA performance.

Vector graphic of a man at a desk with a headset on. Infront of him is a target with arrows in the bullseye

Agent Self-Coaching Benefits

Benefits

Agent Self-Coaching is one of the most effective and quickest way to improve your call center agents Csat, QA, and reduce supervisor CX coaching time.

Data Driven

AI-generated CX best practice tips for agent self-coaching suggestions is a data-driven approach that is based on customer feedback and has a proven track record for improving agent CX performance.

Graph data on a laptop, phone and tablet drawing in an isometric view

Efficient

It enables supervisors to be more efficient with their coaching time. It frees up time so supervisors can coach agents that need to improve call compliance and QA performance.

A report with a graph and stacks of money behind it.

Effective

Using AI-generated personalized coaching suggestions is one of the most effective and quickest ways for improving call center agents Csat, FCR, and QA performance.

a customer satisfacation gauge with a call center rep in front. Heart icons and a graph is in the background.

mySQM™ QA - Agent Self-Coaching for CX Soft Skills