Intelligent Coaching

Overview

Leveraging a proprietary, “smart” Coaching application, eTouchPoint continuously reinforces key service principles with employees, letting them know what they are doing well and where there are areas that can be improved. Our Coaching module provides structured feedback that encourages discussion and collaboration between managers and their employees. To facilitate the coaching process, eTouchPoint automatically guides managers on customized coaching strategies tailored to the performance of individual employees. In areas where an employee is performing poorly, the application provides specific suggestions on what can be done to improve the employee’s performance and the overall customer experience.

Features & Benefits Of Intelligent Coaching

Feature Description Benefits
Frontline Employee Scorecards Coaching scorecards, with customized recommendations for each employee, are automatically generated on a recurring basis. Scorecards provide a comprehensive view of the performance of each employee for a given timeframe. Transform customer feedback across different metrics into specific recommendations on how to continuously improve at the employee level.
Manager Coaching Scorecards Managers receive customized coaching scorecards for each employee. Each scorecard provides questions and ideas that guide managers in their coaching conversations with employees. Provide a structured process and standard format for managers to follow when discussing performance with their employees.
Industry Best Practices eTouchPoint provides clients with employee coaching content based on best practices derived from working with a variety of Fortune 500 brands. Our content provides employees with specific ideas they can implement to immediately improve performance. Automate the coaching process and continually reinforce best practice behaviors across process and service categories.