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To be an effective coach, one must be passionate and devoted. It is also necessary to have direction and support. The NovoCoach solution provides a platform that will support coaching activities linked to your organization`s performance management. Performance Management = Quality Monitoring + Coaching
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![Novo Technologies - [Empower Customer Experience] | [NovoValue - Quality Monitoring Software]](/webdav/site/novo/shared/images/Boite%20de%20produits/Boite%20NovoCoach-small.jpg)
Quality Monitoring
All that can be managed must be measured. A call centre team`s performance is often measured against customer satisfaction levels and the revenue generated. The team`s performance is the direct result of communications between your agents and their customers. The advanced evaluation functions included in the NovoCoach solution will allow you to :
- define the characteristics of a high quality call;
- quickly and easily create personalized evaluation grids that includes all of the desired attributes of a call;
- evaluate calls on demand or based on a pre-defined schedule;
- use advanced screen capture functionality;
- determine agents training requirements;
- identify work environment and tool efficiency;
- measure agent, team and supervisor performance.
Coaching
How can you be assured that quality monitoring process produces concrete results on your team`s performance? The response based on the ability of an individual to coach each member of your team on how to improve his/her performance.
By integrating coaching and quality monitoring activities, NovoCoach assures you that the time you have invested will your improve team`s performance.
NovoCoach allows you to :
- initiate action plans for an agent while doing a call evaluation;
- take notes on action plans, calendars and objectives discussed during a coaching session;
- check on action plan results;
- measure supervisor coaching activities and the end results.
NovoCoach features an intuitive and easy to use interface. It integrates perfectly with our NovoLog voice recording solution which provides a secure and robust connection with your organization`s Active Directory infrastructure.
For exceptional results, evaluate your agents with the NovoScreen module from Novo Technologies!
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