Just imagine it was possible to be alerted on every occasion your agents fail to achieve crucial performance outcomes e.g. a missed opportunity to cross sell, to meet a regulatory requirement or they misunderstood the customer’s requirement and caused a repeat call to occur. Now imagine being able to turn these ‘non-performing events’ into meaningful online bite-sized coaching opportunities.
That is not all. Coach with Analytics has been developed to enable you to create online coaching packages, using their own calls plus analytics, for all the competencies required to be mastered by your agents in order to perform their roles to a standard of excellence. We are proud to have developed a cloud-based solution that will institutionalize a systematic standards-based learning and continuous improvement processes to be implemented in your contact center.
Step 1: Supervisor or agent decides which competencies to tackle
Step 2: Depending on the selected competencies the appropriate analytics engine is used. For example:
Step 3: Search which ‘needles in the haystack’ are useful for coaching purposes e.g. agent made an attempt to cross-sell but was unsuccessful
Step 4: Supervisor is sent the ‘needles’ together with the recorded calls and rapidly authors bite-sized online coaching sessions. Turnaround time less than 24 hours
Step 5: Agents receive the coaching sessions and work through them during convenient times and at their own pace
We make available multiple type of analytics engines and enables the contact center supervisors to select whichever type of analytics is relevant to the coaching objectives. The client only pays for actual usage i.e. they are in control of the costs.
Our vision for Coach with Analytics is to expand the range of different types of ‘performance related’ analytics and empower the client to choose which is most appropriate for their needs. Coach with Analytics will evolve and embrace capabilities, including Artificial Intelligence, that will replicate as closely as possible an exceptional ‘side-by-side’ coaching experience.
Do you believe that your technology is a good for the Omnianalytics Coaching™ model? Please contact us to discuss your technology. By partnering with us you we will provide you with a vehicle for your offering to the contact center market worldwide.