Coaching Card overview

After setting up all the tools inside Kaizo, giving Missions to your agents and figuring out where to check productivity, the next step that you will need to take is improving communication with your Agents. 

Coaching Cards are here to support you!

Coaching Cards can be created for several reasons. 

• Recognize and praise Agents great work 💪
• Communicate on a specific result 🫵
• Provide your overall feedback on the Agent's Performance 🗣
• Have a direct contact with an Agent on a specific topic 🤝
• Give tasks related to the topic discussed with the Agent 📆
• Give post-meeting notes and comments 📒

Your daily workflow will become more organized as you and your agent maintain consistent communication, discuss changes or progress, and have a clear overview of tasks and priorities.

When should I create a Coaching Card for my agent?

Simple—whenever you want to discuss performance. Consider creating a card if you notice scorecard discrepancies, recurring mistakes, notable improvements, post-1:1 meetings, or when defining tasks for performance enhancement. 

Here are some tips that will help you understand when is the best time to create another Coaching Card for your Agent:

• You've noticed a lower-than-usual result while scrolling through the Agents Scorecard.
• After QA rating a ticket, you observed your Agent repeating the same mistake.
• The Agent has achieved remarkable results in metrics they struggled with previously.
• Following a 1:1 meeting with your Agent, you want to summarize the key points.
• You wish to define tasks for the Agent's performance improvement and oversee their completion.

What are the benefits of using Coaching Cards?

Depending on the way you are utilising this tool, Coaching Cards can offer Agents recognition for outstanding work, real-time communication, clear task definition, progress tracking, and the ability to identify improvement areas.

Let's start our journey towards improved performance together with Coaching Cards! 

For more information on how to create Coaching Cards for your Agents follow this link.