Whisper Coaching
Short definition
Whisper Coaching: A mode in which a supervisor privately coaches an agent during a call without the customer hearing.
Meaning and how it works
The supervisor can coach the agent without the customer hearing the advice; support depends on platform and call mode. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business applications
- Business scenario:
A coach privately guides a new agent through a procedure while the customer remains on the line.
What to check before implementation
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.