Coaching call center agents is time-consuming and often draining for call center leaders. Yet, with Evolve IP’s Supervisor Coach feature, it becomes much easier to efficiently provide real-time feedback to agents during their customer interactions.

About the Feature

Call center coaching is a challenging part of the supervisor’s role. But, it doesn’t have to be a dreaded task. Call center leaders are enabled to monitor calls and provide whisper coaching to agents during live calls with the Supervisor Coach feature.

The live call listening and coaching features can help improve outcomes and customer satisfaction, while the caller notices no difference on the call. Make coaching more seamless — providing timely and specific feedback is crucial to your agents’ success. At the same time, Evolve IP recommends closing the feedback loop by providing agents with an opportunity to ask questions of the supervisor too.

Advantages of Supervisor Coach

Drive better contact center outcomes with the ability to:

  • Conduct side-by-side coaching to increase agent comfort level
  • Foster employee morale by providing whispered coaching as they train
  • Provide real-time feedback to agents, even those offsite
  • Enjoy the ability to coach the coaches too with this feature
  • Identify roadblocks to performance enhancement
  • Improve customer and client satisfaction by ensuring quality service
  • Offer constructive feedback while the error is still fresh in mind

Partner with Evolve IP

Empower your supervisors to coach effectively and improve agent outcomes with a full range of Evolve IP’s Contact Center as a Service (CCaaS) features. Learn more today!

Partner with Evolve IP

Handling a large volume of calls and other communication methods simultaneously, contact centers require solutions to streamline processes. Scheduled callbacks give your customers choice and improve interaction satisfaction. Learn more today!