Coaching Made Easy

Coaching Made Easy

Coaching is one of the hardest processes to get right. Utilize our dashboard to retrieve all of the data you need to create actionable plans.

  • Individual Coaching
  • Team Coaching
  • Coaching by Scorecards
  • Point Specific Coaching


Coaching Session Dashboard

The Call Criteria Coaching session dashboard provides you with all of the information you could ever need to train all of your agents to the highest standards

Progress Reports
Coach on Necessity
Increase Performance
Coaching Session Dashboard


How Coaching Works

  • Coaching
    Agent Problems

    Identify Agent Problems

    Quickly evaluate where agents are having the most trouble.

  • Coaching
    Targeted Plan

    Create a Targeted Plan

    Never waste time coaching on irrelevant items.

  • Track Result

    Track The Results

    Ensure the coaching is EFFECTIVE by reviewing history since coaching.


Coaching Performance Matters

Set The Standards That Your Customers Require

Matching your performance monitoring criteria to your organization’s goals and the customer’s expectations has never been easier than Call Criterias custom scorecards and coaching to match.

How Having Standards Helps

  • Definite Agent Requirements
  • Less Agent Confusion
  • Set Individual Goals
  • Coach To Better Results

Coaching With Pinpoint Accuracy

Coaching a whole team for points that only a few people miss is a huge waste of time. Being able to coach certain agents on specific points increases productivity and reduces wasted time.

Team Management

  • Show precise Problems
  • Reward Great Agents
  • Reduce Coaching Time
  • Increase Team Performance

Show Your Team What Good And Bad Looks Like

Having the ability to show your agents exactly what good and bad performance is can help encourage better performance throughout the team, giving you more consistency in your agent’s ability.

Showing Behaviours Increases Performance

  • Increased Agent Knowledge
  • Better Team Visibility
  • Higher Morale
  • Consistent Performance

Consistency Is The Key To Perfect Coaching

One-off coaching is only effective for a short amount of time. Continuous coaching is easy when you look at individual issues with individual agents. Our dashboard provides easy, constant agent tracking.

Coach On Individual Performance

  • Pinpoint Coaching
  • Continuous Improvement
  • High Individual Performance
  • High Team Morale


Coaching Blogs

July 7, 2022

Some of the Benefits of Voice Analytics

It’s no secret that call centers are a vital part of many businesses. However, what is a secret is the amount of data that call centers generate. Until recently, this data has been largely ignored. However, with the advent of voice analytics, all of that is

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November 17, 2021

Coaching in a Call Center – Eliminate Persistent Mistakes

Call centers are only as good as the agents on the phone. You want them to be as efficient and well-trained as possible to deal with any eventuality. Coaching in a call center may seem like a daunting task, especially when you have hundreds of people with

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November 16, 2021

AI and Human Voice Analytics – Creating Better Call Centers

Every call center, especially contact centers, is built around the concept of the customer journey. The customer journey is the path that a customer takes from the first time they hear about your brand all the way through to when they purchase your product or

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November 8, 2021

Agents Shouldn’t Be Considered ‘Outdated’ in the Modern Call Center

In the modern call center, artificial intelligence has become a key component of customer service. The ability to automate many tasks and provide real-time responses is critical for today’s call centers. But as AI becomes more prevalent, it also raises

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November 4, 2021

Artificial Intelligence Influence on Call Center Performance

This article is going to focus on answering a common question: Can artificial intelligence influence call centers? Does AI change the results that they acquire through the data provided, and will we will see unmanned AI-controlled call centers and QA

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October 28, 2021

Call Center Sentiment Analysis is Vital to Customer Expierence

What is Customer Sentiment Analysis? Customer sentiment analysis is an analytical technique used by companies in order to gain insights into their customers’ opinions, attitudes or emotions towards them. It helps businesses understand what they are doing

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October 19, 2021

What Industries Use Quality Assurance? Q&A

What Industries Use Quality Assurance in their Call Center? Quality assurance can be used by any industry that has an interaction with customers or clients, such as call centers and customer service departments. The most common uses of QA are: Customer

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October 18, 2021

Improving Sales Performance through the Advantages of a High-Performing Dashboard

How Can a Call Center Improve Sales Performance Call/contact centers can improve sales performance by using the following techniques: 1. Use a call tracking system to monitor sales agent and sales team calls, identify problems in your process, and make

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October 18, 2021

How AI Speech Analytics Enhances the Process of Customer Service

What is Speech Analytics in Call Center? The process of speech analytics involves analyzing conversations that are captured by call centers to identify patterns, trends, and anomalies within them. This helps companies improve their services and products

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September 2, 2021

18 Top Points for Top Call Quality Monitoring

If you are looking to improve your contact center call quality monitoring, there are so many things that you can try. Whether it is for more first contact resolutions or because of previous external benchmarking, this article will go through 18 points that

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