Agent coaching is a critical component of any performance management program. VirtualCoach, when used in conjunction with VirtualScore provides contact center supervisors with an integrated approach for providing feedback to agents for improved performance.
VirtualCoach is an easy-to-use coaching form development and feedback tool that enables supervisors to deliver critical agent feedback on how they’re handling calls. A simple point and click forms creation interface helps a supervisor create customized forms to deliver feedback to agents.
VirtualCoach helps supervisors manage agents' call handling skills and serves to reinforce agent training. The VirtualLogger integrated approach to coaching can assure that company policies and procedures are followed on a consistent basis. The application is particularly useful to coach agents so that they’re staying on message when talking to customers.