This course is targeted towards individuals who are or will be responsible for management of training within your organisation.
Lesson 1 Coaching Overview
- What is coaching?
- Managers View
- Agents View
- Coaching Workflow
Lesson 2 Coaching Administration
- Logging on to the Workforce Optimization Suite
- Coaching Privileges
- Coaching Session Types
- Coaching Results
- Coaching Topics
- Adding Attachments to Coaching Topics
- Adding File or URL Attachments
- Adding KPI Attachments
- Selecting KPI Attachments
- Adding Lesson Assignment Attachments
- Selecting Lesson Attachments
- Coaching Alert Rules
Lesson 3 Scheduling Coaching sessions in the Client application
- Viewing Learning and Coaching assignments
- Coaching session states
- Create breaks
- Update and optimize
- Editing and deleting sessions
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This course is aimed specifically at team leaders who are responsible for monitoring, evaluating and reviewing agent calls along with providing coaching.