Context
Upon acquisition by Medallia, Agent Connect offered a basic 1:1 coaching functionality. Team leaders could create session drafts, add notes, metric snapshots, and action items.
Over a period of 2 years, Product Managers and I gathered feedback, ideas, and challenges from coaches and organizational leaders during user research sessions.
Contact Center leaders understood the impact that consistent, meaningful coaching had on reducing agent attrition. However, they struggled to determine if their managers were consistently great coaches, especially as macroeconomic conditions forced them to reduce management headcount, requiring managers to lead larger teams with the same amount of time available for coaching tasks.
Team leaders desired a way to automate and expedite the preparation for 1:1 sessions, specifically coaching with context: surfacing QA reviews, comments, and customer feedback that indicated an agent needed improvement in specific areas, such as communication or empathy.
Frontline employees expressed interest in flagging feedback themselves, sharing their notes with managers before 1:1 sessions, and providing bilateral feedback—a way to "rate" their coaches.