One-to-Ones and Actions

Turn actionable insight into improvement

Close the loop between QA, coaching and one-to-ones with our integrated performance management tool. Trigger, schedule, manage and record every meeting and associated actions in one place.

  • icon Identify

    Act on development opportunities

    Schedule coaching sessions from within your agent reporting suite.

  • Drive consistency, across teams

    Use our templates, or create bespoke meeting plans/agendas to ensure everyone stays on track.

  • Manage bigger teams

    Streamline workflows and documentation to increase efficiency.

  • Report from a centralised platform

    Evidence interventions, and demonstrate QA + Coaching working together.

Contact Center Coaching Software that makes your agents better.

Save time, stay organized and have more meaningful coaching conversations with your agents.

Call Center Quality Assurance

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Customer stories

Throughout Europe, North America and Asia-Pacific.


Why is contact center coaching so important?

Holding effective 1:1 coaching sessions with agents is known to have a huge impact on employee motivation. In a recent survey, more than half of customer support workers said they wanted more communication and feedback yet inconsistencies across large teams are common.

What coaching templates are available inside EvaluAgent?

Import your existing coaching forms or choose from a bank of best practice templates and frameworks. CLEAR, OSKAR, and GROW are available inside EvaluAgent to help professionalize your approach to coaching. You can download them without signing up here.

How does One-to-ones and Actions help my agents?

For one-to-ones to be effective, your agents have to buy into them. This means reasonable conversations, space to ask questions and tangible ways to implement the improvements discussed during meetings. Assigned actions give agents a clear path to follow at the end of the meeting, and they can refer back to the meeting at any time by logging into EvaluAgent. This encourages them to take the initiative. By completing actions and making measurable improvements to their own performance, they buy into the process more over time.

Will One-to-ones and Actions from EvaluAgent help me showcase the value of coaching?

In one word, yes. If senior stakeholders can’t see any measurable benefit, promoting one-to-ones as a way to boost agent and contact center performance becomes impossible and thus, deprioritized. EvaluAgent’s new one-to-ones and Actions feature gives unparalleled insight into performance-related conversations across the contact center, whilst the ability to track completed actions offers a granular view of how one-to-ones and actions are driving improvements.

Further reading

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