Coaching Exercises Quality management 
Calabrio
APRIL 11, 2025
As well explore below, this stage can integrate theory with practice through methods like simulations, role-playing, and closely monitored exercises, allowing agents to apply skills in a safe, controlled setting with immediate feedback. Learning by observation can also be particularly powerful at this stage.
Myra Golden Media
JULY 15, 2019
Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Here’s the 8 Step Quality Program we use at Myra Golden Seminars.
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NICE inContact
JUNE 5, 2019
However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? This is where an effective coach comes in.
SharpenCX
SEPTEMBER 29, 2021
Or, take a day a couple of times a year for full-team training exercises. . Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Come prepared with your talking points.
SharpenCX
MARCH 4, 2020
This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.
Calabrio
MARCH 31, 2025
Plus, GenAI can take in the breadth of your contact centers call quality and content and automatically apply smart tags to help your team categorize and better understand your customers most common and important concerns. Automated Quality Evaluations Ensure consistent quality at scale.
Monet Software
NOVEMBER 11, 2020
You may want to start by putting the agent in touch with a trusted member of the team, perhaps a sensitive HR professional or their quality coach, whomever has the best rapport with the individual. Can you switch up the work, put them in charge of a project, have them coach a colleague or offer other opportunities?
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