Final answer:
Supervisors and managers are able to regularly monitor and coach agents during customer interactions through methods such as 360-degree performance appraisals, direct observation and interaction, and attending meetings or listening to phone calls. These methods provide opportunities for guidance and feedback.
Step-by-step explanation:
Supervisors and managers are able to regularly monitor and coach agents during specific customer interactions through various methods. One method is through the use of a 360-degree performance appraisal, where supervisors, customers, direct reports, and peers rate an employee's performance. Another method is through direct observation and interaction, as employees tend to perform better when supervisors are present. Additionally, supervisors and managers can listen in on phone calls or attend meetings with agents to provide real-time guidance and feedback.