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Agent Coaching

Definition:

Agent coaching is a structured approach to provide feedback and training to call center agents to improve their performance.

Key Elements:

Performance Assessment: Identifies areas where agents may need support or improvement.

Feedback Mechanism: Offers targeted feedback based on performance metrics and call evaluations.

Skill Development: Involves practical examples and specific activities designed to enhance agent skills.

Why Agent Coaching Matters:

Effective coaching fosters agent development, leading to improved service quality and higher customer satisfaction levels.

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