5 Proven Coaching Strategies to Improve Culture and Productivity Related Articles How to Create a Coaching Culture in the Contact Centre Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions? 30 Strategies for Improving Agent Productivity Top Call Centre Coaching Techniques & Methods © fotomaximum - Adobe Stock - 261057033 Filed under - Industry Insights, CallMiner In light of The Great Resignation, it is more important than ever for call centres to retain talent and create positive workplace cultures. The recent rise in agent turnover has forced businesses to reevaluate their coaching and training techniques. By positioning agents for success, managers can keep agents engaged in their work and help them feel like valued members of the company. In turn, improved coaching, and training ensures agents can deliver quality customer experiences and improve your business’s bottom line. In the past, call centre managers have employed a one-size-fits-all approach to coaching and training; however, a personalized approach enables growth at the individual level and can be tailored to each agents’ specific strengths and weaknesses. This process begins with the utilization of the right technology solutions, such as AI-powered conversation intelligence technology. By capturing and analyzing 100% of customer interactions, call centre managers can: Cross-pollinate best practices from high performers Identify and coach to specific development needs Determine real-time interventions to help agents succeed Read on to learn our five proven coaching strategies to improve contact centre culture and productivity. Strategy 1: Align Quality Assurance and Performance KPIs with Coaching Establishing key-performance-indicators, or KPIs, can serve as a starting point for a formal coaching program. AI technology helps facilitate this development by delivering the insights needed to align both performance and coaching benchmarks. Strategy 2: Combine Relevant Datasets to Drive Customer Understanding Examining multiple data sources across your organization and analyzing them at scale can drive deeper understanding of your customers’ behaviors, wants and needs. Combining qualitative and quantitative data yields novel insights for improving your coaching methodology. For example, many organizations combine contact drivers with customer journey mapping, satisfaction, and retention metrics. Strategy 3: Rely on Positive Reinforcement A major part of coaching is cross-pollinating agents’ positive behaviors and best practices with the entire team. Celebrating accomplishments can help your agents feel more validated and successful in their roles. Strategy 4: Deliver Real-Time Feedback By delivering timely “nudges” to your agents, technology can help them navigate difficult situations and avoid unnecessary escalations. Supervisors and managers can use alerts to understand daily and weekly team performance trends and identify coaching opportunities. Strategy 5: Infuse Empathy in Customer Interactions Your organization can use AI-driven analysis to understand specific customer emotions and coach agents to respond accordingly. Emotional insights help identify indicators of loyalty or churn-likely behavior. This blog post has been re-published by kind permission of CallMiner – View the Original Article For more information about CallMiner - visit the CallMiner Website About CallMiner CallMiner is the leading cloud-based customer interaction analytics solution for extracting business intelligence and improving agent performance across all contact channels. Read other posts by CallMiner Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: CallMiner Published On: 19th Sep 2022 Read more about - Industry Insights, CallMiner Recommended Articles How to Create a Coaching Culture in the Contact Centre Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions? 30 Strategies for Improving Agent Productivity Top Call Centre Coaching Techniques & Methods Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 White Paper: Five Secrets of Top Performing Contact Centres Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter