In our recent Tips and Tricks session, we explored the various ways to create and edit coaching Syms, focusing on how they can be tailored to meet specific coaching needs. Coaching is indeed a challenge, but with the right tools and methods, we can create effective and engaging Syms that help agents quickly retain important information. Here are the key takeaways from the session:
Key Takeaways
- Tailored Coaching Syms: Creating short, focused Syms that address specific areas where an agent may struggle allows for a more personalized and effective coaching experience.
- Upskilling and Process Changes: Utilize Syms to help agents adapt to new processes, promotions, or added responsibilities, ensuring they are up-to-date and confident in their roles.
- Proactive Coaching: Identify common struggles in new hires or tenured agents and create Syms to address these proactively, helping agents improve before issues become critical.
- Breaking Down Processes: Segmenting processes into smaller Syms (e.g., opening, discovery, closing) allows agents to focus on and master each part before combining them into a complete process.
- Utilizing Existing Syms: Repurpose existing Syms by cloning and editing them to focus on specific coaching needs, saving time and effort while still providing targeted training.
- Intelligent Coaching: Leverage data-driven insights to create automated coaching plans based on agents' call recordings and QA scorecards, ensuring consistency and efficiency in coaching efforts.
- Branched Syms: Create branched Syms to simulate different scenarios (e.g., difficult customers) and provide agents with varied experiences, helping them handle a range of situations effectively.
- Training Plans: Assign Syms within a structured training plan, ensuring agents practice repeatedly and meet specific criteria before moving on, fostering continuous improvement.
If you missed anything or want to revisit the session, be sure to check out the full session video: