Close the loop between QA, coaching and one-to-ones with our integrated performance management tool. Trigger, schedule, manage and record every meeting and associated actions in one place.
Schedule coaching sessions from within your agent reporting suite.
Drive consistency, across teams
Use our templates, or create bespoke meeting plans/agendas to ensure everyone stays on track.
Manage bigger teams
Streamline workflows and documentation to increase efficiency.
Report from a centralised platform
Evidence interventions, and demonstrate QA + Coaching working together.
Contact Center Coaching Software that makes your agents better.
Save time, stay organized and have more meaningful coaching conversations with your agents.
Act on development opportunities
Use data-rich insights on agent performance to trigger, schedule, manage and record all HR-related 1-to-1 meetings and actions in one place.
Custom templates
Access our library of meeting templates to help get you started or easily build your own agendas to help ensure that One-to-Ones are managed consistently across the business.
Guided workflows for consistency
Support new managers and junior team leaders with guided workflows, whilst maintaining coaching consistency across operational teams, departments and locations.
Create, track and discuss actions
Make every One-to-One actionable with prompts to ensure actions are captured, due-dated agreed and status reviewed in the next session. With everything stored in one place, it’s easy to stay on track.
Engage Agents with acknowledgements and access to past sessions
Give visibility to agents of previous coaching sessions, feedback and one-to-ones from directly inside the platform. Ensure agents have a clear path to follow at the end of a meeting, which can be referred to at any time by logging into EvaluAgent, this encourages them to complete actions and make measurable improvements to their own performance.
Track interventions and their success
With full visibility of previous coaching sessions and one-to-ones and reporting you can measure performance going forward and understand where efforts have driven improvements. Demonstrate the positive impact on KPIs with trend reporting and topic breakdowns.
Assign eLearning from within meetings
Our LMS eLearning tool allows you to assign lessons and learning paths as an action directly from a One-to-One meeting, so you can support agents instantly and provide them with self-learning and development in the underperforming areas.
Product tours
What’s it like to use EvaluAgent and help your agents Flourish? Come and take a tour and see for yourself.
Holding effective 1:1 coaching sessions with agents is known to have a huge impact on employee motivation. In a recent survey, more than half of customer support workers said they wanted more communication and feedback yet inconsistencies across large teams are common.
What coaching templates are available inside EvaluAgent?
Import your existing coaching forms or choose from a bank of best practice templates and frameworks. CLEAR, OSKAR, and GROW are available inside EvaluAgent to help professionalize your approach to coaching. You can download them without signing up here.
How does One-to-ones and Actions help my agents?
For one-to-ones to be effective, your agents have to buy into them. This means reasonable conversations, space to ask questions and tangible ways to implement the improvements discussed during meetings. Assigned actions give agents a clear path to follow at the end of the meeting, and they can refer back to the meeting at any time by logging into EvaluAgent. This encourages them to take the initiative. By completing actions and making measurable improvements to their own performance, they buy into the process more over time.
Will One-to-ones and Actions from EvaluAgent help me showcase the value of coaching?
In one word, yes. If senior stakeholders can’t see any measurable benefit, promoting one-to-ones as a way to boost agent and contact center performance becomes impossible and thus, deprioritized. EvaluAgent’s new one-to-ones and Actions feature gives unparalleled insight into performance-related conversations across the contact center, whilst the ability to track completed actions offers a granular view of how one-to-ones and actions are driving improvements.
