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Develop an action plan for agents through your coaching program.
August 26 - An action plan provides a clear direction for your coaching program and its desired performance improvement outcomes. You need to discuss improvement opportunities with each agent and create an action plan that sets a clear path for turning any opportunities into achievable and time-defined objectives. Ideally, your action plan should incorporate SMART goals that are: Specific: Highly targeted goals with clear outcomes. Measurable: Can be expressed and tracked in numbers. Achievable: Can be realistically achieved with the available resources and agent qualifications. Relevant: Goals that directly contribute to better outcomes for your agents and contact center overall. Time-Bound: Defined by a specific start and end date. Note: This tip is provided by Chris Kontes of Balto. He may be reached at chris@balto.ai. For more information about Balto, go to their website at www.balto.ai.