To get agents back on track when performance dips, contact center leaders need to give constructive feedback. Here’s how.
Use these tips for an effective coaching session – especially when the feedback isn’t highly favorable. Be:
- Clear. Don’t sugarcoat it. State the exact problems and how they can be fixed.
- Constructive. Give specific examples of failures and when they happened.
- Consistent. Hold all agents to the same standards. Give feedback immediately, rather than wait for reviews.
