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Inside Look: Coaching & Performance Management
Thursday, November 13, 2 pm EST
 
Time for Coaching
In regards to agent schedules, select all that apply
63%19%56%13%13%We regularly schedule timefor coaching on agentschedulesThere is standard recurringtime on agent schedules forcoachingCoaching is scheduled basedon supervisor requestsCoaching is scheduled basedon agent requestsNone of the above
Targeted vs. Spent Time in Coaching
0.92.9How much time isactually spentcoaching per agent permonth?How much time istargeted per agent permonth for coaching?
Hours
 
Where is supervisor time spent?
Estimate the percentage of time spent on each activity.
Managing Agents,22%Preparing toCoach, 18%Coaching on CallPerformance, 29%HandlingAdministrativeTasks, 17%Special Projects,7%Other, 7%
Estimate the percentage of overall coaching time spent on each.
Low Performers,55.40%Middle Performers,27.10%High Performers ,17.50%
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