29 results found
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Permission to be able to allow Coaches to see the Coaching Satisfaction rating that their team is leaving for them
Coaches cannot see how individual teammates have rated their coaching session - this is essential to making this feedback actionable.
2 votes -
Being able to edit the layout of the feedback
Being able to edit the coaching form and the layout of the feedback enables us to format it working with different coaching techniques such as the GROW model. Being able to have multiple feedback boxes and title them will mean it's easier for the agent to follow.
4 votes -
The ability to assign a learning course from a coaching session with a deadline.
For example, if we want an agent to do a refresher on a certain policy, Team Leaders and coaches can easily assign in one go
9 votes -
Make end date for coaching session optional for certain coaching types
For example, if we're addressing a general behaviour that doesn't necessarily require follow up we still need to add an end date and still need to mark the coaching as achieved / not achieved.
5 votes -
More reporting on coaching, not just sessions completed / effectiveness
- feedback export
- feedback dashboard
- most common coaching focus and how it's tracked over the week/month
- coaching overview per agent
- in agent profile, see current coaching goals and how they're tracking
4 votes -
Be able to have a follow up or supplementary coaching session
For example, if we have a follow-up session to goals set at the beginning of the month or have an agent on a Performance Improvement plan, to have supplementary coaching sessions sit within the initial session so it's all together. At the moment we are using coaching topics to track follow up sessions and then linking them in the comments of the original coaching which can be a bit messy at times.
3 votes -
Coaching form evaluations preview
In the coaching form, ability to identify the evaluations affected by the areas marked for improvement (not all evaluations in the period only), and be able to preview these in a left side pane for example to easier create the coaching form feedback and also to better review this with the agent being coached.
4 votes -
1 vote
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6 votes
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