With the help of the Coach Tactical Warehouse, supervisors can assist, coach, and improve their agents’ performance.
To access this functionality, select Coaching > Coach Tactical Warehouse.
The Tactical Coaching page will be displayed as shown below:
This page displays the list of all the coachings. One can search for specific coaching by setting some filters. One can also add new tactical coaching from this page.
Add Tactical Coaching
To add new tactical coaching follow the steps given below:
- Click on the Add Tactical Coaching button.
The following screen will be displayed.
Configure the following fields:
2. Select Client Name from the dropdown list.
3. Select a Program Name from the dropdown list which will display the Program Names as per the selection of the Client Name.
4. Select a Sub Program Name from the dropdown list which will display the sub-program names as per the selection of the Program Name.
5. Enter the name of the coachee in Coachee Name.
4. Click 
button to add the tactical coaching, or click 
button to reset the fields.
The newly added tactical coaching will be displayed on the Tactical Coaching page as shown on the screen below.
Search Tactical Coaching
Search functionality helps to search for specific tactical coachings.
Click on the Search Tactical Coaching button.
The following screen appears:
- Select Coaching Start Date and Coaching End Date from the respective date fields.
- Enter the name of the Coach in the field.
- Enter the name of the Agent name in the field.
- Select Client Name from the dropdown list.
- Select a Program Name from the dropdown list which will display the Program Names as per the selection of the Client Name.
- Select a Sub Program Name from the dropdown list which will display the sub-program names as per the selection of the Program Name.
- Select Review/Closing status from the dropdown field – Pending, Completed, Unsuccessful.
Click on the 
button to search the coaching, or click on the button to reset the search filters.
Based on the applied search filter, all the coachings will be displayed on the Tactical Coaching page as shown on the screen below.
All the details of the tactical coaching will be displayed. One can also edit and delete any coaching from here.
Edit Tactical Coaching
Click on the Edit 
icon displayed under the Action column to edit a particular coaching and the Edit Tactical Coaching window will be displayed as shown below:
Once the updates are done, click on the Update button to update the changes made.
Delete Tactical Coaching
Click on the Delete 
icon to delete the coaching and the following confirmatory message as shown below:
Click on the 
button to continue with the deletion of the tactical coaching or click on the 
button to cancel the process.
Direct Feedback Model (DFM)
The Direct Feedback Model is a panacea for enhancing performance or behavior. The most beneficial feedback an agent can receive is feedback from themself. Such feedback methodology provides a framework that encourages agents to assess not just their issues and failings, but also their strengths and successes, and to plan a constructive path forward.
To Add a DFM to coaching, from the Tactical Coaching page, click on the Add link displayed under the DFM column as shown on the following screen:
The Direct Feedback Model screen appears:
On this page, two categories will be displayed – Session Information and DFM Information.
Session Information
Configure the following fields displayed under this category.
|
Screen Elements |
Description |
|---|---|
| Date & Time |
Select the date and the time from the respective fields. |
| Coach Name |
Displays the name of the logged-in user in a read-only mode who is also the coach providing the feedback to the coachee. |
| Coachee Name |
Displays the name of the coachee/agent for whom the coach is providing the feedback. |
| Duration |
Enter the duration of the coaching in 24-hour format. For example, 00:02:05. |
|
DISC Style |
DISC stands for Dominance, Influence, Steadiness, and Compliance which are the personality types. Enter the DISC styles of the coachee – Eagle, Peacock, Dove, or Owl.
|
|
Opportunity Type |
Enter the opportunity type for the coachee. |
|
Impacted KPI |
Enter the Impacted KPI for the coachee. |
|
Program Name |
The program will be displayed in read-only mode. |
|
Sub Program Name |
The sub-program will be displayed in read-only mode. |
|
Evaluation ID |
Enter the evaluation ID. |
Next, configure the details under DFM Information
DFM Information
Configure the following fields displayed under this category.
Select Strength and Strength Parameter from their respective dropdown.
Note: The dropdown values for these fields will be displayed for the Evaluation ID provided under Session Information.
Then, click on the Add button after making the entries.
Similarly, select Opportunity and Opportunity Parameter for the specific coachee from their respective fields. Then, click on the Add button after making the entries.
Enter an Action Plan for the coachee’s training and a required Follow Up Date in the respective fields.
The DFM Information category after configuring all the details will look in the following format:
The coach also has the option to add multiple entries for strength and opportunity fields. The added strength and opportunity fields can also be removed by clicking on the Remove button.
Once the necessary fields are added, click on the button to add the DFM, or click 
button to cancel the process.
View DFM
The configured DFM can be viewed from the grid displayed under the Tactical Coaching page under the DFM column as shown below:
The Direct Feedback Model – Leaders Copy window will be displayed:
Update DFM
The configured DFM can be updated as well from the grid displayed under the Tactical Coaching page under the DFM column as shown below:
The system will redirect the coach to the Direct Feedback Model page. Click on the Submit button after making the updates.
Video