The Coaching module is a new plugin in Madrid that facilitates the coaching of service desk agents or employees through the use of coaching opportunities (critical moments in a process) that can be conditionally configured. With Coaching feature, managers can set rules that automatically trigger the virtual coach for agents based on decision criteria and provide micro-learning right when it is needed.
The virtual coach contains pre-configured coaching items (e.g. recommendations, Knowledge Articles, Guided tour) that could include best practice tips, videos, guidelines etc. The real-time improvement feedback and automated contextual learning recommendations will consistently make your employee profoundly better by increasing process performance and employee satisfaction.
The manager can provide additional guidance through a continuous feedback loop, enabling the agent to gain greater confidence with the improved skill. E.g., manager uses Coaching module to coach an agent on how to resolve more incidents on the first assignment, how to handle when a negative CSAT survey feedback is received and follow other best practices during the process.
