{"id":15390,"date":"2022-04-21T16:43:19","date_gmt":"2022-04-21T15:43:19","guid":{"rendered":"https:\/\/qstory.ai\/us\/?p=15390"},"modified":"2026-01-21T14:18:24","modified_gmt":"2026-01-21T14:18:24","slug":"how-to-book-coaching-and-1-2-1s-for-your-agents-without-impacting-the-customer","status":"publish","type":"post","link":"https:\/\/qstory.ai\/us\/blog\/2022\/04\/21\/how-to-book-coaching-and-1-2-1s-for-your-agents-without-impacting-the-customer\/","title":{"rendered":"How to book coaching and 1-2-1\u2019s for your agents without impacting the customer"},"content":{"rendered":"<p style=\"font-weight: 400;\">Welcome to Dear Dave, our new video series showcasing how Intraday Automation can transform your contact centre.<\/p>\n<p style=\"font-weight: 400;\"><em>In <a href=\"https:\/\/qstory.ai\/us\/blog\/2022\/video-dear-dave-episode-2-how-to-book-staff-training-without-disrupting-service-levels\/\">this second episode<\/a>, our Solution Consultant, Dave Preece explains how you can schedule essential coaching and 1-2-1\u2019s at the right time, without negatively impacting the customer experience.<\/em><\/p>\n<p style=\"font-weight: 400;\">Staff training and 1-2-1\u2019s are essential in every contact centre.<\/p>\n<p style=\"font-weight: 400;\">Not only are they vital for an agent\u2019s learning and development \u2013 they are also the backbone of good quality customer service (CX) which drives better results for your business.<\/p>\n<p style=\"font-weight: 400;\">However, serious challenges can arise for planners when trying to schedule these activities during busy periods:<\/p>\n<ul>\n<li><strong>When service levels are under pressure, these activities are the first to fall down the list of priorities<\/strong> \u2013 and are too often removed from the schedule altogether<\/li>\n<li>For planners who prioritise training above all else, the customer experience can suffer as a result of longer wait times and other factors \u2013 <strong>making it near impossible to get the balance absolutely right <\/strong><\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">The end result is a lose-lose situation, but it doesn\u2019t have to be.<\/p>\n<p style=\"font-weight: 400;\"><a href=\"https:\/\/qstory.ai\/us\/blog\/2022\/video-dear-dave-episode-2-how-to-book-staff-training-without-disrupting-service-levels\/\">In this episode<\/a>, Dave demonstrates how planners can use QStory to make the most out of quiet periods and ensure agents are scheduled in for regulatory and product training \u2013 all without impacting the customer.<\/p>\n<p style=\"font-weight: 400;\">Here\u2019s a re-cap.<\/p>\n<h5 style=\"font-weight: 400;\"><strong>More precision <\/strong><\/h5>\n<p style=\"font-weight: 400;\">Unlike other contact centre software, QStory is the only platform with a dedicated Team Leader portal, arming team leads with complete, up-to-the-minute visibility of their agents\u2019 availability and scheduled tasks.<\/p>\n<p style=\"font-weight: 400;\">With all of this information in one, convenient place, team leaders can schedule important coaching and training within a matter of clicks \u2013 without impacting CX delivery.<\/p>\n<h5 style=\"font-weight: 400;\"><strong>Clear and simple<\/strong><\/h5>\n<p style=\"font-weight: 400;\">QStory\u2019s software also displays everything leaders need to know about their teams, all in one place, with a user-friendly colour coded grid displayed on screen.<\/p>\n<p style=\"font-weight: 400;\">Here, team leaders can easily view quiet times throughout the day to schedule offline activities \u2013 represented by green squares on the timetable \u2013 as well as the worst times, represented by grey squares.<\/p>\n<h5 style=\"font-weight: 400;\"><strong><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-15391 size-medium\" src=\"https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2022\/04\/Screenshot-2022-04-21-at-16.23.23-600x290.png\" alt=\"\" width=\"600\" height=\"290\" srcset=\"https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2022\/04\/Screenshot-2022-04-21-at-16.23.23-600x290.png 600w, https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2022\/04\/Screenshot-2022-04-21-at-16.23.23-1024x494.png 1024w, https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2022\/04\/Screenshot-2022-04-21-at-16.23.23-768x371.png 768w, https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2022\/04\/Screenshot-2022-04-21-at-16.23.23-1536x741.png 1536w, https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2022\/04\/Screenshot-2022-04-21-at-16.23.23.png 1836w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/strong><\/h5>\n<h5 style=\"font-weight: 400;\"><strong>More Autonomy<\/strong><\/h5>\n<p style=\"font-weight: 400;\">When it comes to scheduling these offline activities at the best possible times \u2013 for both the business <em>and <\/em>the customer \u2013 team leaders can do this seamlessly, without referring to anyone else for permission.<\/p>\n<p style=\"font-weight: 400;\">All they have to do is select the green intervals and click \u2018apply\u2019 \u2013 making this process more seamless and autonomous than ever.<\/p>\n<h5 style=\"font-weight: 400;\"><strong>Learn more<\/strong><\/h5>\n<p style=\"font-weight: 400;\">To learn more about prioritising coaching and training \u2013 without negatively impacting the customer experience \u2013 tune into the latest instalment of <em>Dear Dave<\/em>, or get in touch on <a href=\"mailto:hello@qstory.ai\"><strong>hello@qstory.ai<\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Welcome to Dear Dave, our new video series showcasing how Intraday Automation can transform your contact centre. In this second episode, our Solution Consultant, Dave Preece explains how you can schedule essential coaching and 1-2-1\u2019s at the right time, without negatively impacting the customer experience. Staff training and 1-2-1\u2019s are essential in every contact centre. [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":15415,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[5],"tags":[45,46,44,39],"industry":[],"class_list":["post-15390","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","tag-agent-experience","tag-agent-flexibility","tag-agent-wellbeing","tag-workforce-management"],"acf":[],"_links":{"self":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts\/15390","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/comments?post=15390"}],"version-history":[{"count":3,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts\/15390\/revisions"}],"predecessor-version":[{"id":17343,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/posts\/15390\/revisions\/17343"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/media\/15415"}],"wp:attachment":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/media?parent=15390"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/categories?post=15390"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/tags?post=15390"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/industry?post=15390"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}