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Adding a coaching tip

Configuring a coaching tip

Coaching tips are used to guide customer service representatives (CSRs) during interactions with customers. In this scenario, a customer has lost their credit card. The CSR's goal is to empathize with the customer and remain calm as the customer is likely very stressed. To help with this, when a lost or stolen card service case is started, a coaching tip reminding the agent to empathize with the customer is added.

As with dialogs, you need to start the service case where you want to add the coaching tip. In the following example, the Lost or Stolen Card service case is started. Use the Configuration Tools to add the coaching tip.

Configuration tools

Then choose the Coaching tips tab.

Coaching tip tab

You can add a new coaching tip using Add New, and then provide a Name and Coaching Tip text.  If there is knowledge content available for an agent to reference you can add a reference to it. You need to assign it to a CSR or a work group. You can do this by selecting whether this tip is for a specific user or an entire group. Then in the Name field you enter the user or group this tip applies to. Lastly, you specify the start and end date for the tip.

Coaching tip configuration

After you save your changes the coaching tip appears to the CSR in the right corner with the light bulb icon.

Tip in portal

This Topic is available in the following Module:

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