Agent Coaching
NICE Perform Agent Coaching
NICE Perform Agent Coaching is an easy-to-use module designed to fast track learning into the contact centre and service desk environment.
NICE Perform Agent Coaching
NICE Perform Agent Coaching is an easy-to-use module designed to fast track learning into the contact centre and service desk environment.
Supervisors can use functions like the clip recorder to build and send coaching tips to agents along with annotations and feedback on recently evaluated calls, whilst the issue is still ‘hot’. Agents can then view coaching packages when schedules permit, letting supervisors know they have reviewed them and can send back relevant comments and feedback.
Key Features
- Full web-based application – with graphical interface and advanced enterprise-reporting capabilities
- Clip recording tool – turns any portion of a call into a clip with voice annotation. The clip recorder is based on existing voice and screen recording infrastructure, providing high rates of compression, an audit trail, and the ability to easily export files
- Easy, independent creation of video clips – using a PC and phone extension - with the click of a mouse, for more intensive coaching
- Integrated, single application for the entire enterprise – based on a hierarchy of privileges for different users
- Ability to create coaching packages and push them to agents desktop – packages can include recorded calls, evaluations, customer feedback and coaching clips, along with external files, and may be sent to a specific agent or group
Key Benefits
- • Ability to deploy features which facilitate rapid training and upskilling
- • Enables agents to build and shape their own coaching plans
- • Supports team managers in developing and attracting new agents into the organisation
- • Assists with sales conversion programmes by pinpointing best practice and identifying training needs more effectively
- • Coaching specialists and in-house trainers can, in a matter of minutes, send coaching packages to demonstrate the correct use of applications or identify areas for improvement in call handling
