Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity.
Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. The machine-learning-enabled module in the Calabrio ONE Workforce Engagement Management suite enhances the ability for contact centre managers to record and track agent performance metrics, providing the data to facilitate performance and coaching conversations. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.
Contact centres are facing new challenges including the shift to remote work and workers leaving their jobs as part of “The Great Resignation.” These challenges have been coupled with customer interactions being more taxing than ever. A recent agent wellbeing study from Calabrio revealed that channel expansion and increased interaction complexity are two of the top sources of agent stress. Agents say that they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago.
These industry dynamics have left agents experiencing even more stress and feeling that employers do not do enough to provide support. Two of the top wishes that agents identified in Calabrio’s survey are more frequent training and more personalized development. Calabrio Performance Coaching is designed to provide contact centre managers the insight to deliver on both of these to their agents, leveraging information they already have in Calabrio Quality Management.
“As the hybrid model cements itself in the world of work – and agents find themselves feeling more isolated than ever – the need for data and automated insights will not just apply to understanding customer journeys but the journey of frontline employees too,” said Matt Matsui, Chief Product Officer of Calabrio “Now, technology must empower our coaches, instantly highlighting areas of agent struggle, success and opportunities for development. Performance Coaching gives contact centre leaders an efficient tool to ensure they are consistently putting their agents in a position to succeed and provide the best service possible to customers.”
Performance Coaching will function as an add-on to Quality Management in the Calabrio ONE suite and will:
- Identify Opportunities for Agent Growth: Performance Coaching will allow managers to monitor agent interactions for potential skill and behaviour gaps that are affecting customer experience. For example, supervisors can identify how effective agents are with the tools at their disposal as well as track performance across multiple interactions and across different KPIs.
- Provide Agents with Success Strategies: Performance Coaching facilitates better strategies for agent success. The platform integration with Calabrio workforce management software will enable automatic scheduling of training based on individual agent metrics or gaps. Performance Coaching will also integrate with learning management systems to provide training to address agent gaps and with gamification tools to reward improvement and success.
- Provide Coaches with Valuable Feedback Performance Coaching also improves coaching effectiveness. The module helps to identify the best coaches in the organisation and highlight which coaches excel in which performance areas. Performance Coaching also identifies which training tools perform the best and which ones may need updating.
Gartner advises employers to focus on “Ensuring well-being and employee experience through extreme data collection and listening: Distributed work makes it harder to track how employees are feeling and experiencing new ways of working.”
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com/ and follow @Calabrio on Twitter.