Jordan Fleming, CEO of smrtPhone, joined us on the Contact Center KPI podcast for a phenomenal episode on agent performance and his steps to coaching & training.

Here is what you’re going to learn in this episode: 

1) Three steps to agent coaching & training: I do you listen, you do I coach, you do I listen.

2) The above steps won’t work because you expect it to happen quickly. You need to implement the steps properly and realize you’re teaching a process – it’s not a “trick”.

3) If you have the agent just “listen”, then you’re missing the point. You need to break down the call, listen to the recording multiple times, explain each step, and work on building the skill.

If you don’t have time to listen to the full 20 minute episode, you need to at least listen to 7:50-9:12!