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Contact and call center coaching: Beginners vs tenured managers

Jen Jackson

VP of Customer Experience

Contact center coaching header

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Contact Center Operations

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👉 Quick tip:

For more advanced contact centers, having a WFM (workforce management) or QM (quality management) platform can be helpful in terms of improving agent engagement, and by extension improving customer satisfaction.

👉 Quick tip:

Some supervisors tend to overly focus on one or the other, but both positive feedback and negative feedback can provide valuable coaching opportunities.

Screenshot of Dialpad Ai transcribing a call in real time

Screenshot of Dialpad Ai analyzing the sentiment of multiple calls in real time

📚 Further reading:

Learn more about contact center and call center management in this guide from our Customer Support team lead.

Screenshot of Real-time Assist (RTA) cards in Dialpad, created by admins to automatically guide contact center agents during calls

Screenshot of Dialpad-s service levels notifications for contact center supervisors

Screenshot of creating a coaching call recording playlist in Dialpad app

Screenshot of Dialpad Ai Scorecard showing which part of the call an agent met the criteria

Screenshot of creating a Custom Moment in Dialpad, which tracks how often certain keywords are coming up on calls

Looking for a way to improve your call center coaching and agent experience?

Book a personal walkthrough to see how Dialpad Support can help, or take a self-guided interactive tour of the app on your own first!