Real-Time vs. Scheduled Coaching: Which One Works Better?

In the last article in this series, we explored how contact center leaders can make time for coaching in their busy environments. (If you missed it, catch up here). This week, we're tackling another hot topic that came up during our ICMI Idea Exchange: the age-old debate of real-time versus scheduled coaching.

QA expert Rob Dwyer shared that coaching approaches are like tools in your toolbox. You wouldn't try to fix everything with just a hammer, right? So, which method makes the most sense? Here’s how to decide.

Real-Time Coaching: The Reactive Game-Changer

Let's talk about real-time coaching first. It's reactive, it's opportunistic, and when done right, it can be incredibly powerful. Think of it as catching those golden moments – the ones you can't plan for but absolutely shouldn't miss.

As Rob Dwyer puts it, "real-time coaching is reactive... there are a lot of great insights that you can gain and a lot of things that you can coach and develop in the moment that are really awesome. They have huge impact."

Scheduled Coaching: The Strategic Player

Now, scheduled coaching? That's where you get to be strategic. It's your chance to step back, look at the bigger picture, and plan for meaningful development. As Rob explains, it "allows you to come up a level" and ask the important questions: What does this agent need to become more effective? How can we build on their strengths over time?

The Secret Sauce? Use Both – Intentionally

Here's what it comes down to: both approaches work, but they serve different purposes. Real-time coaching captures those teachable moments that you can't schedule. Scheduled coaching ensures you're building toward long-term success.

The key isn't choosing between them – it's knowing when and how to use each one effectively. It's about being intentional with your approach and clear about what you're trying to achieve.

What's Next?

Speaking of being intentional, next week we'll tackle another crucial piece of the coaching puzzle: how to align quality standards across teams. Because whether you're coaching in real-time or scheduling strategic sessions, everyone needs to be working from the same playbook.

Until then, I'd love to hear from you: How do you balance real-time and scheduled coaching in your center? What works best for your team? Drop me a note or join the conversation on LinkedIn.