What is Whisper Coaching? To be straightforward, Whisper Coaching is merely a variation on Silent Monitoring in the Cisco environment. Someone using Whisper Coaching can expect to listen in on an ongoing phone conversation. This is the same as with Silent Monitoring.
The big difference with Whisper Coaching, however, is the ability to speak, as well as listen. The coaching party can talk to the agent on the phone without the customer hearing the conversation. This type of coaching opens a number of avenues to both management and the agent.
But how does this apply to day-to-day operations? Consider Whisper Coaching in the following real-life applications:
- Introduction of new products and services to a sales organization - after training the sales team to work with a new product or service, management is able to verify and adjust customer communications in real time
- Quality assurance in a support team - supervisors randomly listen into calls and they are able to recommend a different course of action to the agent
Notice that, with whisper coaching, you do not have to sit next to the employee to help, making the whole process less intrusive. This not only encourages the employee to perform better, but also reduces any reservations linked to micromanaging.
How would you use Whisper Coaching at your organization?
Read the full article on Verba’s Website: “Whisper Coaching with Cisco UCM”