And i’ve been thinking about effective coaching techniques for monitoring calls, especially for new agents… Engaging them with specific feedback really seems to enhance their performance. What methods do you all find most effective in guiding your team through call reviews?
I’ve found that incorporating role-playing scenarios during team meetings can be really beneficial for new agents. It helps them practice real conversations and receive immediate feedback in a safe environment. Have you tried anything like that?
, I totally get the struggle with coaching new agents. One thing I’ve found super helpful is to use call recordings as a training tool. It’s one thing to tell them what to do, but showing them examples — good or bad — can really drive the point home.
I’ve had success using a ‘call of the week’ approach where we analyze one standout call together as a team — it sparks discussion on what went well and areas to improve, making it interactive for everyone. Do you think this could work alongside the specific feedback you mentioned?