Coaching

||Coaching
Coaching2018-08-08T13:40:45+00:00

TRACK | COACHING

Robust Coaching Feature Set & Templates

Increase coaching functionality with TRACK products. Allow agents to see records of their coaching sessions and review performance notes. Set access levels and permissions to separate management-sensitive notes from agent-facing notes. Setup custom coaching topics based on defined needs; set date ranges for coaching sessions; and monitor all communications channels to provide excellent coaching sessions.

Monitor Chat

This new feature allows managers to monitor guest chats in real-time, as well as archived chats from previous interactions. TRACK’s chat monitoring enables managers to do randomized performance checks with ease. Chat can be an ambiguous channel that is easily overlooked, due to the difficulty in determining tone, professionalism and succinct communication — for both guests and agents. Ensure the team is using proper grammar and courtesy, and assign the right team members to the task of inbound Web chat and service requests.

TRACK Pulse Coaching Sessions

Call Monitoring & Recording

Call monitoring can be done remotely from the contact center or sales manager’s office, without the need to dig through recordings. At the same time, contact center call recording features offer unlimited cloud storage, for the defined period of time required by the business’ management and audit teams. Use call monitoring to screen and audit calls at random; and use call recording to provide critical feedback for coaching sessions.

Listen Live

Listen Live was developed for coaching new staff and ongoing trainings. With Listen Live, coaches can tether into active calls with guests. It’s crucial to establishing best-practices as a new hire is growing into their role, and Listen Live helps increase the confidence level during initial weeks of employment.

With the robust coaching feature set developed into TRACK products, we’re confident that your team will be able to grow and flourish. Ask your success manager for any additional insights or tips to implementing effective coaching for the team. Our sales and customer support teams all utilize TRACK coaching feature, to grow, develop and retain top talent.

Create a difference and GET ON TRACK™

Easily manage your Contacts, Leads, Guests, Campaigns and Companies.

TRACK | COACHING

TRACK Pulse Coaching Sessions

Robust Coaching Feature Set & Templates

Increase coaching functionality with TRACK products. Allow agents to see records of their coaching sessions and review performance notes. Set access levels and permissions to separate management-sensitive notes from agent-facing notes. Setup custom coaching topics based on defined needs; set date ranges for coaching sessions; and monitor all communications channels to provide excellent coaching sessions.

Monitor Chat

This new feature allows managers to monitor guest chats in real-time, as well as archived chats from previous interactions. TRACK’s chat monitoring enables managers to do randomized performance checks with ease. Chat can be an ambiguous channel that is easily overlooked, due to the difficulty in determining tone, professionalism and succinct communication — for both guests and agents. Ensure the team is using proper grammar and courtesy, and assign the right team members to the task of inbound Web chat and service requests.

Call Monitoring & Recording

Call monitoring can be done remotely from the contact center or sales manager’s office, without the need to dig through recordings. At the same time, contact center call recording features offer unlimited cloud storage, for the defined period of time required by the business’ management and audit teams. Use call monitoring to screen and audit calls at random; and use call recording to provide critical feedback for coaching sessions.

Listen Live

Listen Live was developed for coaching new staff and ongoing trainings. With Listen Live, coaches can tether into active calls with guests. It’s crucial to establishing best-practices as a new hire is growing into their role, and Listen Live helps increase the confidence level during initial weeks of employment.

With the robust coaching feature set developed into TRACK products, we’re confident that your team will be able to grow and flourish. Ask your success manager for any additional insights or tips to implementing effective coaching for the team. Our sales and customer support teams all utilize TRACK coaching feature, to grow, develop and retain top talent.

Create a difference and GET ON TRACK™

Easily manage your Contacts, Leads, Guests, Campaigns and Companies.