What Is Side-by-Side (SBS) Coaching? Related Articles Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions? Coaching Talkative Advisors to Provide Better Customer Service Being Super-Busy: The Modern Excuse for Not Coaching Staff Definition: Contact Centre Jargon and Terminologies © Sergey Nivens - Adobe Stock - 172382982 2,602 Filed under - Definitions This is a type of coaching where one employee sits alongside another employee listening in on the call. This is used in both contact centres and BPO. This is particularly useful towards the end of the induction training period when the new advisor is starting to take calls. The coach then can listen to how the call is going and can direct the advisor to certain parts of the screen, or in some cases can take over the call. There is then an opportunity at the end of the call to review performance. Author: Robyn Coppell Published On: 11th May 2022 Read more about - Definitions Recommended Articles Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions? Coaching Talkative Advisors to Provide Better Customer Service Being Super-Busy: The Modern Excuse for Not Coaching Staff Contact Centre Jargon and Terminologies 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