Coaching Specific Skills
May 22, 2023
Knowing the specific skills that agents struggle with allows for targeted training and development initiatives. Instead of providing generic feedback and focus on the call model as a whole, identifying specific skill gaps enables call center managers to create lesson plans and prepare development sessions that directly address those areas of weakness. This targeted approach maximizes the impact of training efforts by focusing on the skills that require improvement.
For example, instead of coaching to the AET skill, identify the specific type of AET your agent is having a hard time with (AET: Time, NTTA, Tense, Responsibility, Lines in the Sand, or No Statement). If your agent is struggling with Bridge, identify what specific emotion your agent is struggling with (anger, sadness, apathy, etc). The goal is to dig deep so that you can find the knowledge gap and fill it.
Developing expertise in a specific skill often requires deliberate practice and continuous refinement in that area. By coaching specific skills, individuals can deepen their understanding, refine their techniques, and develop a higher level of proficiency. This targeted approach helps individuals move from a basic understanding to mastery and become highly skilled in their chosen areas.
In conclusion, identifying the specific skills agents struggle with allows for targeted training and development initiatives. Instead of generic feedback, focusing on specific skill gaps enables managers to create tailored lesson plans and development sessions. This approach maximizes the impact of training by addressing the skills that require improvement. It involves digging deep to identify knowledge gaps and filling them. Coaching specific skills allows individuals to refine techniques, deepen understanding, and achieve mastery in their chosen areas.