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Make Your Feedback More Precise

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?

Published On: 19th Jan 2016 - Last modified: 30th May 2017
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