{"id":50302,"date":"2021-12-20T17:41:11","date_gmt":"2021-12-21T01:41:11","guid":{"rendered":"\/us\/en\/blog\/?p=50302"},"modified":"2024-08-06T05:29:59","modified_gmt":"2024-08-06T12:29:59","slug":"tips-for-coaching-contact-center-agents","status":"publish","type":"post","link":"\/us\/en\/blog\/tips-for-coaching-contact-center-agents\/","title":{"rendered":"6 tips for coaching contact center agents"},"content":{"rendered":"<p><strong>Highlights<\/strong>:<\/p>\n<ul>\n<li aria-level=\"1\">Contact center agents need coaching to reinforce their contact center training<\/li>\n<li aria-level=\"1\">The right contact center software is the foundation of effective coaching<\/li>\n<li aria-level=\"1\">Market-leading <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> software allows supervisors to monitor, analyze, and meet one-on-one to improve agent performance<\/li>\n<\/ul>\n<hr \/>\n<p>In Shakespeare\u2019s play \u201cThe Twelfth Night,\u201d Malvolio says, \u201cSome are born great, some achieve greatness, and some have greatness thrust upon \u2018em.\u201d When it comes to contact center agents, some might have great customer service skills before they start working for you, but contact center agent coaching creates truly great agents.<\/p>\n<p>RingCentral has identified the top tips for contact center agent coaching so your agents deliver high levels of customer service consistently.<\/p>\n<h2>What is contact center agent coaching?<\/h2>\n<p>Contact center agent coaching helps agents develop their personal capabilities, interpersonal skills, and capacity to understand and empathize with others to deliver better customer service.<\/p>\n<p>What\u2019s the difference between contact center agent training and contact center agent coaching?<\/p>\n<p>Contact center agent training and contact center agent coaching aren\u2019t diametrically opposing concepts; on the contrary, they\u2019re complementary. Contact center agent training should come first. Training is about transferring knowledge. Coaching, on the other hand, is about reinforcing skills. It bolsters the skills the agent learned during training.<\/p>\n<h2>How can you improve contact center agent coaching?<\/h2>\n<p>Here are some way to ensure effective contact center agent coaching:<\/p>\n<ul>\n<li aria-level=\"1\">Use the right technology for coaching<\/li>\n<li aria-level=\"1\">Cover as much as possible in training, so coaching builds off skills rather than trying to teach new ones<\/li>\n<li aria-level=\"1\">Empower agents with the right resources<\/li>\n<li aria-level=\"1\">Schedule one-on-ones with employees at an interval that works best for everyone<\/li>\n<li aria-level=\"1\">Set benchmarks with analytics<\/li>\n<li aria-level=\"1\">Encourage agents to collaborate with their coworkers<\/li>\n<\/ul>\n<h3>Use the right technology for contact center agent coaching<\/h3>\n<p>In a traditional contact center, you could sit down with an agent face-to-face and offer them tips for improvement. That\u2019s not necessarily possible today; because <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/9-benefits-of-moving-your-contact-center-to-the-cloud\/\">many contact center agents\u00a0 are working remotely<\/a>, managers don\u2019t have the opportunity to sit down with agents in person.<\/p>\n<p>To coach agents working remotely, you need the right technology. Contact center software with <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-is-ucaas\/\">unified communications<\/a> functionality enables you to connect through telephony, chat, and video conference. You can easily schedule coaching sessions via one or more of these channels.<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/next-gen-cloud-contact-centers.pdf\" data-id=\"69d719dcdbba1\" id=\"69d719dcdbba1\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d719dcdbba1.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Read Next-gen Cloud Contact Center for dummies<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">Empower work from home agents and create a better customer experience. \ud83c\udf89\u200a <\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-01464\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get the eBook\">Get the eBook<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d719dcdbba1.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>Additionally, market-leading contact center software features <a href=\"https:\/\/www.ringcentral.com\/contact-center\/features.html\">built-in supervisor tools<\/a> to make it easier to coach, including:<\/p>\n<ul>\n<li aria-level=\"1\">Agent monitoring<\/li>\n<li aria-level=\"1\">Whisper coaching (the agent can hear you during a call, but the customer can\u2019t)<\/li>\n<li aria-level=\"1\">Barge-in functionality (the supervisor can join the call if necessary)<\/li>\n<li aria-level=\"1\">Analytics<\/li>\n<\/ul>\n<p>With these tools, supervisors gain a deeper understanding of how agents are performing so they can take steps to improve their customer service.<\/p>\n<h3>Make training more effective<\/h3>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/build-agent-confidence-with-good-training-practices\/\">Contact center agent training<\/a> creates a foundation for agents. During training, agents learn the skills and knowledge they need to succeed on the job.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-50303\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/phone-representative.jpeg\" alt=\"phone representative\" width=\"512\" height=\"340\" \/><\/p>\n<p>If there are gaps in training, supervisors might think they can coach their way out of the situation. However, if agents didn\u2019t learn a skill during training, coaching won\u2019t help.<\/p>\n<p>Review your training practices to ensure they\u2019re comprehensive and teach agents what they need to know so they can deliver the best possible customer service. Excellent training will lead to less coaching because agents will know what they need to do and how they need to do it.<\/p>\n<h3>Empower agents with the right resources<\/h3>\n<p>In addition to making training more effective, empowering agents with the right resources reduces the need for coaching.<\/p>\n<p>There will be times when an agent doesn\u2019t remember something from training, or they\u2019re just not familiar with a procedure. A<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ensure-business-continuity-with-a-knowledge-base-in-the-cloud\/\"> knowledge base in the cloud<\/a> will be accessible for employees working remotely as well as those on-site.<\/p>\n<p>Additionally, integrations with business applications help. For example, an agent that has access to the CRM will understand a customer\u2019s history better than one who doesn\u2019t have that information.<\/p>\n<h3>Schedule one-on-ones with all agents<\/h3>\n<p>There\u2019s another difference between coaching and training: training can be delivered to a large group of new agents. Coaching, in contrast, is <a href=\"https:\/\/netstorage.ringcentral.com\/documents\/spotlight_on_the_supervisor.pdf\">something that a supervisor should do<\/a> with one agent at a time.<\/p>\n<p>When you coach an agent, you\u2019re discussing performance issues that should be private. You don\u2019t want to bring up those issues in front of a large group. It would damage the agent\u2019s confidence as well as cause that employee to lose trust in you.<\/p>\n<p>The right contact center software lets you hold one-on-one video conferences with agents so you can create a positive coaching environment. Set up a coaching schedule with your agent so that you can track their performance and ensure improvement.<\/p>\n<h3>Set benchmarks with analytics<\/h3>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-analytics-measure-then-act\/\">Analytics<\/a> are a crucial feature in contact center software. They measure a number of vital metrics. Moreover, they also help supervisors set benchmarks for agents to achieve.<\/p>\n<p>Let\u2019s say your agent Ruby has a low first contact resolution rate. You want her to boost it to the level of her colleague Jim, who successfully resolves nine out of ten customer issues during the first interaction. By setting a benchmark, you give agents achievable goals toward which to work.<\/p>\n<h3>Encourage agents to collaborate with their coworkers<\/h3>\n<p>Coaching and training can sometimes be informal (although it shouldn\u2019t replace training and <a href=\"https:\/\/www.ringcentral.com\/contact-center\/supervisor-tools.html\">coaching from a supervisor<\/a>). More experienced agents can take newer agents under their wing and provide valuable advice.<\/p>\n<p>In a remote contact center, this can be a bit challenging because an agent can\u2019t sit down with their colleague over a break to discuss something. However, with the right tools, <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/building-a-collaborative-culture-for-your-contact-center\/\">agents can collaborate<\/a> with one another through video conferencing, telephony, and chat. They can share screens and files to ensure newer agents have the knowledge they need to do their jobs.<\/p>\n<h3>RingCentral\u2019s contact center software makes contact center agent coaching easy and effective<\/h3>\n<p>RingCentral\u2019s contact center software has the features and capabilities supervisors need to effectively coach their agents. Thanks to flexible communication channels and manager tools, supervisors can monitor, assess, and provide feedback to agents. To learn more, <a href=\"https:\/\/www.ringcentral.com\/view_demo.html\">get a demo<\/a>.<\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tRingCentral\u2019s contact center software makes contact center agent coaching easy and effective\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tRingCentral\u2019s contact center software has the features and capabilities supervisors need to effectively coach their agents. Thanks to flexible communication channels and manager tools, supervisors can monitor, assess, and provide feedback to agents.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Get a Demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Contact center agents need coaching to reinforce their contact center training The right contact center software is the foundation of effective coaching Market-leading contact center software allows supervisors to monitor, analyze, and meet one-on-one to improve agent performance In Shakespeare\u2019s play \u201cThe Twelfth Night,\u201d Malvolio says, \u201cSome are born great, some achieve greatness, and &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50304,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-50302","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 tips for coaching contact center agents | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Help your contact center agents deliver better customer experiences with these six coaching tips.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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