Customer Experience News & Trends

Giving feedback: 3 keys for contact center leaders

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.

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