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.

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 or make CSat improvements.

Agent Self-Coaching Features

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Customer Feedback to Improve CX

We use a QA evaluation scorecard and call recording customer feedback so agents can self-coach to improve their CSat performance. In other words, for agents to self-coach effectively, they need an explanation of why customers are dis/satisfied or why their call was not resolved to understand how to improve CX.

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Coaching Opportunity Identification

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

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AI-Generated Personalized Coaching

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

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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 based on customer feedback and has a proven track record for improving agent CX performance.

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Efficient

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

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Effective

Using AI-generated personalized coaching suggestions is one of the most effective and quickest ways to improve call center agents' CSat, FCR, and QA performance.

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mySQM™ QA - Agent Self-Coaching