Coaching tips

Authorized supervisors or managers can create coaching tips that remind their employees of best practices or areas to improve. These coaching tips are associated with specific process actions and can be assigned to individual customer service representatives (CSRs) or to work groups. Dynamic coaching tips deliver real-time advice and instructions to individual employees interacting with customers. This process can help improve productivity and reduce training time.

The following image provides some examples of good coaching tips.

When creating coaching tips, remember these guidelines:

• The text should be brief.
• Coaching tips should be reminders for CSRs; they do not introduce new information.
• They are intended to reinforce soft skills such as tone of voice and empathy.

Coaching tips can be an easy way to supplement user training for a new or changed process. They are not a substitute for proper screen instructions or user experience design. If the majority of users need coaching on a particular screen, evaluate it for usability.