Coaching is an essential part of any contact center. Most importantly, it is how you improve and encourage the growth of your Conversational Marketing™ Experts (CMEs). Jake Fegan, Contact Center Manager for Incept Saves, provides some insights and tips on live monitoring and coaching your Conversational Marketing™ Experts (CMEs).
Live monitoring allows you to work with the CME immediately to correct anything that they may have done wrong while also allowing you to praise them right away for anything they did well! While there will be times when you do need to listen to recorded calls to do coaching sessions, live monitoring should always be included in any coaching plan.