When you identify areas where your agents are weaker or need assistance, a coaching package can improve their abilities and guide them.
Susan is having trouble cross-selling her products. Her manager sends her a coaching package that includes the information of all cross-sell products, as well as examples of how to cross-sell a product.
You can create as many coaching packages as you need, for any number of topics. Once you have the packages ready, you define how and when to distribute them by creating a coaching plan.
Once coaching packages have been sent out, the relevant employees will get a notification. They can view their coaching packages in My Zone > Coaching.