Agent Coaching
Stop coaching on gut feel. Start coaching on what calls actually show.
Voicemarrow generates behavior-specific coaching notes tied to exact call timestamps. Supervisors walk into 1:1s with data, not opinions.
The Problem with Opinion-Based Coaching
Supervisors remember the calls they noticed. Not the patterns.
A supervisor who manages 15 agents can realistically monitor a few calls per agent per week. That 3-5% coverage shapes every coaching conversation, even though it is a deeply unrepresentative sample of each agent's actual behavior.
The result is coaching that reinforces whatever the supervisor last noticed, rather than addressing the behavior that most consistently holds an agent back.
- Voicemarrow identifies recurring patterns across all calls, not just the ones a supervisor happened to pull
- Coaching briefs link to specific call moments so supervisors can listen, not just read a summary
- Trend data shows whether coaching is landing over time
Features
Everything a supervisor needs for a data-backed 1:1
Weekly Coaching Briefs
Auto-generated per agent, per week. Each brief includes score summary, top strengths, focus areas, and specific call references with timestamps. Ready before the 1:1 starts.
Longitudinal Trend View
Track every agent's score trajectory over 4, 8, and 12-week windows. See which coaching interventions moved the needle and which did not, so teams can improve their coaching programs too.
Team Comparison View
Supervisors see their full team's score distribution at a glance. Quickly identify which agents need attention this week versus which are performing consistently.
Build coaching on what calls actually show
See how Voicemarrow's coaching briefs change the quality of supervisor 1:1s in your contact center.