Today, efficiently onboarding, properly training and improving agent retention rates are critical elements towards reducing support center costs and driving higher customer satisfaction. However, legacy systems lack the ability to analyze the unstructured data inside support interactions to identify opportunities to correct agent issues and reward strong performance.
The manual nature of the traditional case and agent review processes leaves teams in reactive “firefighting” mode and can lead to agent burnout, higher attrition rates and degradation of the customer experience.
“The ‘great resignation’ and the ‘great talent reshuffle’ have affected support organizations as much, if not more, than any other part of the workforce,” said John Ragsdale, a distinguished researcher and VP of Technology Ecosystems at TSIA. “Couple that with a potentially volatile economy and it has become clear that now, more than ever, support leaders must invest in innovative technology to keep employees engaged and informed so that they can significantly improve the customer experience and eliminate the high costs associated with agent attrition.”
SupportLogic ACE is designed to solve the issues around agent and case quality monitoring. ACE makes the process of reviewing cases and evaluating agents as simple as possible. In addition, managers can review more than a tiny percentage of an agent’s caseload to find “teachable moments” and other opportunities to gather real feedback against company support protocols as well as soft skills.
Leveraging SupportLogic’s SX platform, driven by AI and machine learning, ACE analyzes 100 percent of a user’s cases to find the ideal cases to review and the preferred mix of positive, negative, and neutral interactions to provide real-time coaching. ACE users can build a review rubric or allow the platform to select cases. It also allows managers to engage with agents, driving more constructive dialogue and reducing agent burnout while increasing employee satisfaction and retention.
SupportLogic ACE also includes:
- Sample rubrics and a simple tool for creating and deploying case evaluation rubrics
- Automatic selection of relevant cases with good, bad, and neutral “interesting moments” to review
- In-line suggestions for coaching inside each case and a streamlined review process wizard
- Agent scorecard capabilities to track progress over time
SupportLogic Agent Coaching & Evaluation is available for users of SX Elevate. View an in-depth discussion around the ACE functionality HERE. Or to see a demo of ACE or other SupportLogic solutions, visit www.supportlogic.com.