CXone Coaching is a complete solution designed to help agents grow. It combines insights, organizes coaching sessions, and boosts performance.
Coaching helps employees improve a specific skill set and perform better. You can create and manage coaching sessions on the Coaching Manager page. Any manager or coach can create a coaching session and send it to an agent to review and acknowledge.
You need to select a predefined focus area and behavior when you create a coaching session.
Once coaching sessions have been sent for acknowledgment, the relevant employees will get a notification. They can view their coaching sessions in MyZone > Coaching Sessions.
Susan is having trouble cross-selling her products. Her manager creates a coaching session that includes the information of all cross-sell products, as well as examples of how to cross-sell a product.