A coaching opportunity is a pinpointed instance in a customer conversation where an agent’s action, wording, or decision either missed the desired standard or demonstrated a best practice worth reinforcing. It is tied to a concrete behavior (for example, verification steps, empathy statements, call control, or next-step setting) rather than a general performance impression.
Operationally, coaching opportunities help quality teams and supervisors focus coaching on the highest-impact behaviors and reduce time spent on vague feedback. When tracked consistently, they reveal repeatable patterns across agents, call types, and queues, which supports targeted training, calibration, and measurable improvements in customer experience and compliance.
