Coaching & Training: Sage provides coaching and training for both agents and supervisors. Call centers utilizing Sage Advantage’s hosted call monitoring can leverage Sage expertise to provide coaching to both agents and supervisors.

Coaching for Agents: Coaches review calls, analyze feedback from the Sage quality team and analyze reports for coaching sessions. Feedback is constructive, includes positive feedback as well as areas for improvement. Coaches meet with agents a minimum of once a month to review and discuss current service performance.

• Skill Development: Through coaching, employees develop skills that enable them to continue to provide and foster quality service.
  
  
• Focus on Improvement: Coaches help employees improve with training by developing techniques to address specific areas for improvement and build on their strengths.

Coaching for Supervisors:

Focused Review & Recommendations:  For large centers Sage offers scheduled reviews and recommendations to supervisors for their specific group(s).

• Review of Group Performance: Quality Manager reviews with supervisors agent performance and provides direction in areas for improvement as well as identifying high performers.
  
  
• Recommendations: Through analysis, the Quality Manager provides courses of action to help improve service for specific individuals as well as the group, in alignment with center goals.

Coaching | Utilizing online capabilities including audio & video.