CCNG Coaching Events First call resolution 
CCNG
JANUARY 10, 2024
The supervisor that coaches the agent will listen to that same call and will check for accuracy in the information that the agent offers to the customer. Will the information be the same when they listen to the call and check the information accuracy? If not, how will the supervisor coach the agent?
CCNG
SEPTEMBER 27, 2023
The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.
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