Coaching

Quality Central lets supervisors send personalized coaching feedback, such as links to knowledge resources, instructions, and due dates, all with the click of a button. Then they and the agent can track subsequent performance directly from the team’s dashboard.

Key coaching capabilities:

Manage knowledge base to save training documents in the system

Assign coaching from evaluation form and send it to an agent queue

Coaching from a single evaluation form

Track agent review with electronic signature

Create packages of material for agent

Coaching multiple evaluations, interactions with external documents and links