I’ve been analyzing call recordings and noticed a significant gap in performance when agents don’t receive timely feedback. Implementing regular feedback loops has improved agent confidence and call outcomes dramatically, especially when focusing on empathy and problem-solving skills. How do others structure their feedback sessions?
, I totally get what you’re saying about the feedback loops. > loops has improved agent confidence and call outcomes dramatically, especially when I’ve seen agents take it way too if feedback isn’t given right away. We’ve started scheduling short daily huddles to tackle this. It’s made a noticeable difference, but I’d love to hear how you keep those sessions productive.
Absolutely agree on the impact of timely feedback — I’ve found that incorporating role-play in sessions can really help agents practice empathy in real scenarios… How often are you able to conduct feedback sessions with your team, @levi2905?
Feedback sessions can be a bit like giving someone a GPS while they’re lost; without it, they just keep driving in circles. Maybe adding a focus on goal-setting could help agents steer themselves better, @carter_wil98? How do you track their progress afterward?