We were lucky enough to feature Jona Berta in a webinar discussing how Southwest Airlines made over their quality program to achieve peak agent performance.
Peer coaching is a great way to develop your culture, get agents involved and learn which agents might be the best to promote to coaches. Types of peer coaching include:
Peer monitoring- empower agents by allowing them to monitor peer interactions
Buddy coaching- Assign experienced agents to one of your new hires to help guide them through their first few weeks on the job
Peer forum coaching- Hold a forum to discuss center issues and ask one of your agents to lead the discussion.
