There are two different approaches for coaching agents through QM:

• Coaching sessions. Which are a way of capturing the outcomes of coaching feedback from bookmarks and InstantCoaches. It is assumed these coaching Sessions will take the form of one-to-ones with the manager helping the agent to discover the learning points for themselves and together to agree the areas for them to build upon and improve.


• InstantCoach. InstantCoach allows an agent to be given immediate feedback with comments and bookmarks that will help to improve performance. In turn, an agent can access their InstantCoach and respond with his or her own input. There is no need to wait for a monthly One-to-One meeting.