Assure coaching occurs even when supervisors are busy. DVSAnalytics Workforce Optimization solutions are designed to trigger automated coaching assignments based on evaluations, send them to agents, and track the status of assignments while leveraging existing training materials.
In one instance, introducing eCoaching singlehandedly resulted in a team’s overall improvement of:
When the same contact center added quizzes to assignments, performance improved by:
Encore simplifies training and coaching, solving the problem contact center managers are continually challenged with – finding time to coach agents for performance improvement. Automated coaching assignments, linked directly to eLearning lessons, sample recordings or training documents, nearly guarantee timely coaching takes place.
New eLearning assignments are triggered when an agent’s score falls below the minimum acceptable score for specific set criteria. These eCoaching assignments directly impact agents’ future performance by providing them with a clear understanding of how to improve their customer interactions.
To ensure the eLearning content is effective and the information was truly absorbed by agents, you have the option to conclude each eCoaching assignment with a quiz. eCoaching quizzes measure both agent comprehension of the material covered, as well as the effectiveness of the eLearning content.