Overview
Coaching Sessions are a core component of your customer experience (CX) quality program—designed to provide structured, data-informed feedback to agents. These sessions serve as a consistent framework for discussing performance, sharing best practices, identifying growth opportunities, and reinforcing expectations.
By leveraging QA reviews, CSAT trends, and real ticket examples, Coaching Sessions empower team leads and managers to guide agents with targeted insights and actionable goals that lead to real performance improvement.
With Coaching Sessions, you can:
- Provide personalized feedback tied to actual agent interactions.
- Track agent progress across soft skills, QA metrics, and policy adherence.
- Promote a culture of continuous learning and performance excellence.
- Align coaching efforts with business goals through consistent documentation.
Key Benefits of Coaching Sessions
Drive Consistent Performance Improvement
Regular coaching creates structured opportunities for agents to reflect, learn, and grow—helping teams build skills, resolve performance gaps, and increase overall consistency.
Data-Driven Development Plans
Each session leverages QA scores, ticket reviews, customer feedback, and behavior trends to ensure coaching is targeted, objective, and aligned with business needs.
Boost Agent Engagement & Retention
Coaching builds trust, gives agents a voice, and helps them feel invested in their own development—leading to stronger engagement and lower attrition.
Foster a Feedback-First Culture
Establish a regular cadence for feedback and mentorship. Coaching Sessions reinforce your CX values and ensure every agent knows what success looks like.
How Coaching Sessions Work
Coaching Sessions combine human insight with performance data to deliver focused 1:1 conversations. Here's how the process works:
1. Performance Review Collection
Managers or QA leads gather insights from weekly QA reviews, CSAT feedback, and notable tickets. This provides a snapshot of recent agent performance.
2. Session Preparation
Using a structured template, coaches highlight key wins, areas of improvement, and specific tickets or QA rubric items to discuss.
3. 1:1 Coaching Conversation
The coach and agent meet to review the selected feedback. The discussion focuses on performance highlights, learning opportunities, and actionable next steps.
4. Documentation & Follow-Up
Each session is documented with key takeaways and commitments. This ensures accountability and enables future sessions to build on past progress.
Use Cases for Coaching Sessions
QA Score Alignment
Use coaching to clarify rubric expectations and align agents with scoring standards across teams or QA reviewers.
CSAT Recovery & Trend Analysis
Discuss patterns in negative feedback and help agents develop strategies to handle similar issues more effectively in the future.
Policy & Process Coaching
Address missteps in handling workflows, escalations, or tool usage with guided re-training during coaching.
New Agent Ramp-Up
Schedule more frequent sessions for new hires to guide them through onboarding, answer questions, and accelerate learning.