SYSTEMS AND METHODS FOR FACILITATING CONTACT CENTER COACHING

摘要

Systems and methods for facilitating contact center coaching are provided. I n this regard, a representative method includes: receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; scheduling a coaching meeting with the agent in order to address the condition; and scheduling training for the age nt based, at least in part, on information obtained during the coaching meeting, the training bein g selected to address the condition; wherein the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form