The Coaching function within PlayVox can be used to provide feedback on quality issues, performance issues, or general topics. The coaching form used by team leaders can be customized to your business and operational structure. This document reviews the features that can be configured as they appear to team leaders in the coaching forms and dashboards.
There are three options for you to customize your coaching forms and dashboards:
- Coaching topics, or areas for improvement. This is a drop down window of typical coaching topics that apply to your specific business. Either for quality issues or performance issues. The default topics are Business Process and Soft Skills. You will want to add others specific to your requirements for compliance, customer experience issues, behaviors, etc. These topics are used as filters for report dashboards. Instructions to follow.
- Feedback templates. These templates will be used by team leaders as they provide feedback to agents. Each Feedback, or coaching, template is best-recommended feedback for a specific quality or performance issue. Over time, administrators create a library of templates, or best-recommended feedback, for highest priority issues. These templates streamline coaching for team leaders and assure consistency of best feedback across multiple team leaders.
- Interactive Coaching Cards. More on this tool later. This dashboard is for team leaders. It is a card view of each coaching session in progress with goals and dates for achievement. It allows team leaders to move coaching session cards across four columns of progressive improvement or action. You will define the progressive improvement represented by the four column headings. In the example below, default headings are Initial feedback, Follow up, Needs attention, Making progress.
Some background before you configure your forms
The PlayVox coaching model is unique in its approach. It is form-based. This approach supports higher frequency coaching sessions with much higher efficiency for busy team leaders. And for managers, it supports tracking and reporting on coaching activity as an opportunity to identify best practices or team leaders in need of improving their coaching skills.
Even team leaders and administrators can be coached using the General topics option on coaching forms. Coach team leaders and managers on their supervisory skills, etc.
The coaching form is accessed by team leaders and managers from either quality or performance dashboards. A coaching form, or session, is initiated for an agent specific to a quality or performance issue highlighted on team leader dashboards. A coaching icon appears in quality or performance dashboards. The example below is for a quality score dashboard used by team leaders. A similar dashboard is available for performance management.
Now, let's look at the coaching form
This will help you understand the few options you have to configure the form. Here's an overview of the coaching form as used by team leaders. Team leaders click on the coaching icon within a report or dashboard. Team leaders fill out this information to initiate coaching feedback to an agent.
The team leader selects the type of coaching. A coaching session can be initiated against a quality issue, performance issue, or a general topic. More on this later. For a Quality coaching, as in this example, the team leader selects a scorecard. If initiated from a quality report, the default scorecard will be highlighted for the reported issue. And the agent is identified.
Next, the team leader selects a coaching topic from a drop down menu. These are defined as areas for improvement. This is one of the fields that you will customize for your business needs. More on how to configure this option later in this document.
Finally, the team leader provides feedback. This is a free-form field. The team leader can also select from a library of feedback templates. Feedback templates are best-recommended coaching feedback for the specific issue or area for improvement. This is another option for you to customize. More on this option later in this document.
Next the team leader selects a set of dates for comparing quality or performance stats over two different time ranges, past and future. Using these date ranges, PlayVox provides a comparison of quality and performance stats before and after coaching. The comparison of stats before and after coaching is a measure of the agent's ability to apply the feedback and also a measure of the effectiveness of the feedback provided by the team leader for this issue.
And finally, the team leader selects the issue or skill that they are asking an agent to work on in the coming days and weeks.
In the example above, the scoring factors, or sections of the selected quality scorecard, are automatically presented in the form to the team leader. The team leader selects the section, or skills, to work on. They also set a goal for the agent to achieve for a next quality evaluation.
Optionally, a team leader can attach a file to this coaching form and send it off to the agent.
So, let's configure your coaching form options...
Remember, there are two options for you to customize your coaching forms:
- Coaching topics, or areas for improvement. This is a drop down window of typical coaching topics that apply to your specific business. Either for quality issues or performance issues. The default topics are Business Process and Soft Skills. You will want to add others specific to your requirements for compliance, customer experience issues, behaviors, etc. Instructions to follow.
- Feedback templates. These templates will be used by team leaders as they provide feedback to agents. Each Feedback, or coaching, template is best-recommended feedback for a specific quality or performance issue. Over time, administrators create a library of templates, or best recommended feedback, for highest priority issues. These templates streamline coaching for team leaders and assure consistency of best feedback across multiple team leaders.
Let's begin. Create a template
Click on the platform administrator gear in the upper right hand corner of the screen. Select Coaching from the drop down window.
You will see....
Let's begin with feedback Templates. We must first create a Template Category or set of Categories. This will allow you to manage a filing system for multiple templates over time. Create Categories that represent general topics in which you can file specific topics under that Category name. Compliance Skills as an example as a Category might have several related compliance topics for different compliance issues.
Click on the 'All categories' button in the upper right corner of your screen, to the left of the green '+' button.
Then, click on the green '+' button again in the upper right corner. A Category window opens. Provide a Title and Description. Press the Save button. This category title will now show up on the Category page and in the Templates page.
Now, let's create a template within this Category. You can create multiple templates within a single Category.
Click on the blue Templates button in the upper left side of the screen. Then click on the green '+' sign on the upper right side of the screen.
A Create template window appears. Provide a title. Select a Category from the drop down window. Or create a new category. This example is a Sales Agreement Compliance template found within the more general Compliance Skills category.
Now, create content that becomes the best-recommended feedback for this issue. The Title, Category, and Content will show up in Coaching forms as options for team leaders to select as they complete a form for agent feedback. The content you create here will be auto populated into the feedback field of the coaching form filled out by the team leader.
When completed, press the green Save button. Templates will show up in the coaching form for team leaders as shown below.
Let's begin. Create a Topic.
Similarly, you can create a set of Topics that appear as options in a coaching form for team leaders to select. Topics are used as filters when managers and team leaders are reviewing historical coaching data, under Coaching Analytics. Managers can filter coaching data by agent coached, team leader, date, and Topic. This is a useful tool for identifying persistent, higher occurring issues under coaching analytics.
Click on the blue Coaching topic button. A Coaching topic window appears. Type in a Title and press the Add button.
Let's begin. Configure your Interactive Coaching Cards
Team leaders and managers will have access to coaching analytics under Coaching on the main menu so here it is. In addition to reports for coaching data, team leaders will also have access to an interactive tool for managing coaching sessions in progress.
Go to the main screen view under Coaching in the main navigation bar and My sessions in progress in the sub-menu navigation bar.
This is a card view of each coaching session in progress with goals and dates for achievement. It allows team leaders to move coaching session cards across four columns of progressive improvement or action. You will define the progressive improvement represented by the four column heads. In the example below, Initial feedback, Follow up, Needs attention, Making progress.
Team leaders will use this card view to manage coaching sessions in progress. The cards can be moved across the columns as a way to visually manage the team leader's workload and coaching activities. In the example below, Jackie is being moved from the Initial feedback column to the Follow up column.
Let's create your column headings. Click on the Coaching option in the drop down window under the gear in the upper right hand of your screen.
In the Coaching settings screen, click on the 'Process' button.
The current column heading labels will appear under Process in the left column. Top to bottom in the list equates to left to right in the team leader's coaching analytics dashboard.
Click on the blue Edit button.
Change the title of the heading. Click the green Update button. Your new headings will appear in the list under Process.
Congratulations! You've done it.
You have successfully configured your PlayVox coaching forms. You can add templates and topics as new issues or requirements arise.