Make Your Feedback More Precise 547 Filed under - Archived Content, Feedback Here is an idea to help you make the most of your agent feedback sessions. After listening in on your agents’ calls, you may have a long list of what your team need to do to improve. But if you aren’t tactful with how you deliver these suggestions, you could be risking information overload – which won’t do your agents or their performance any good. One way to overcome this issue is to make your feedback more precise – and more memorable – by delivering each point using the Situation, Behaviour, Effect, Wish model. Situation – What was the situation? Behaviour – What did the agent do? Effect – How did it affect the customer? Wish – How should the agent act in the future? Author: Megan Jones Published On: 19th Jan 2016 - Last modified: 10th Dec 2020 Read more about - Archived Content, Feedback 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