Tips and Tricks: Coaching Solutions

This week’s Tips & Tricks session, "Coaching Solutions in SymTrain," featured an in-depth look at how SymTrain’s coaching tools and intelligent coaching help foster continuous skill development. Alongside SymTrain’s coaching tools, intelligent coaching leverages data from agents' past performance to create personalized coaching plans that adapt to agents’ specific needs, allowing targeted improvement in essential metrics like empathy, resolution, and confidence. Ian Hall emphasized the value of intelligent coaching in creating a consistent, data-driven coaching approach that aligns perfectly with agents’ unique learning needs and job requirements.

Key Takeaways

• Coaching vs. Training: Training focuses on building foundational skills and knowledge, while coaching hones specific performance aspects, guiding agents to reach their potential through goal-setting, feedback, and targeted strategies based on individual strengths and weaknesses.
• Intelligent Coaching: This advanced feature uses historical data from call recordings, scorecards, and QA metrics to develop personalized coaching plans. As more data is collected, the coaching becomes increasingly refined, allowing agents to work on the exact metrics where improvement is needed​.
• Consistency and Ownership: Regular, data-driven coaching (e.g., bi-weekly sessions) ensures agents improve steadily. By continuously focusing on relevant metrics, agents take greater ownership of their development and feel empowered to work toward specific, achievable goals​.
• Intuitive Platform Design: SymTrain’s coaching plans are integrated directly into the platform, giving agents, trainers, and managers easy access to detailed performance insights. This interface makes it simple for agents to track their progress and for managers to monitor performance and adherence to coaching plans​.
• Practical Applications for New and Tenured Agents: SymTrain offers two coaching modes: creating coaching Sims for new hires to reinforce key processes and using intelligent coaching for tenured agents to fine-tune their skills based on real call data. Together, these coaching solutions support a seamless transition from initial training to ongoing development​.

If you missed something or want to revisit the session, check out the full session video: