Amazon Connect introduces integrated workflows for agent coaching

Amazon Connect has launched new integrated workflows designed specifically for agent coaching, allowing contact center managers to deliver timely and focused feedback directly within the Connect user interface.

When managers spot areas for improvement using evaluation scorecards, they can swiftly create tailored coaching plans that include specific examples from customer interactions. For instance, a manager might highlight instances where an agent effectively resolved issues but could enhance their customer empathy. They can provide examples of empathetic language that the agent can use in future interactions.

Following coaching sessions, agents are encouraged to acknowledge the feedback received and add their own notes to ensure they understand the expectations and the steps they need to take moving forward. This process fosters a collaborative environment where both managers and agents can monitor coaching history on a single page, making it easier to track progress systematically and enhance the overall effectiveness of coaching efforts.

This integrated coaching approach helps eliminate delays in providing feedback and promotes accountability throughout the agent development process, thereby accelerating performance improvements across contact center operations. The new feature is available in all regions where Amazon Connect operates. For further details, visit our documentation and webpage.