What is Agent Coaching?

Agent coaching is the structured process of giving agents feedback and development based on their QA results — turning scores into specific, improvable behaviours. Effective coaching is timely, specific, two-way and documented.

The best QA programmes close the loop: a failed evaluation automatically creates a coaching plan, the session is recorded with the agent’s acknowledgement, and the next evaluations show whether the coaching worked.

QUALICORE measures coaching ROI directly — comparing scores before and after a session — and uses analytics to recommend the optimal timing for coaching.