Creovai Conversation Intelligence users can already automate their QA scorecards to get greater visibility into agent performance and coaching needs. Now, we’re giving contact center managers another powerful tool to support their agents: our new Agent Coaching Hub.
The Agent Coaching Hub gives team leaders and managers one place to bring together post-conversation insights, goals tracking, agent evaluations, and coaching session notes. Rather than navigating between multiple systems, managers can keep everything they need for coaching sessions in Creovai. When managers walk their agents through their evaluations, specific behavior insights, and linked interactions, agents get the data-backed guidance they need to improve their performance and deliver better customer service.
A centralized coaching hub makes managers more efficient
Coaching sessions can be challenging for managers to keep up with, especially when they have large teams or are juggling other meetings, administrative work, and projects. Preparing for meaningful coaching sessions is often time-consuming, with managers needing to search through interaction samples, extract meaningful insights, and determine the best coaching recommendations. But it’s incredibly important to coach agents so they understand what they can improve on, how to make those improvements, and what the contact center is doing to support them.
The Agent Coaching Hub enables managers to make the most of every coaching session by bringing all the tools they need into a single interface. Managers can use the Agent Coaching Hub to:
- Create and save drafts of coaching sessions for all their agents.
- Create goal templates and manage goal statuses.
- View completed sessions, drafts, and recently coached agents from a coaching overview page.
- Attach agent evaluations to sessions.
- Link specific interactions (with recordings and transcript views) to sessions.
- Email agents a snapshot of their completed session with an acknowledgement request.
The Agent Coaching Hub, combined with Creovai Conversation Intelligence and QA Automation, lets managers get specific with their feedback and prioritize goals with the biggest proven impact on customer service quality, ensuring every coaching session is valuable.
Conversation intelligence and linked interactions show agents what to work on
With manual QA scoring, team leaders typically only have time to review 1-2% of an agent’s total interactions every week or month. With such a small sample size, it’s easy for team leaders to miss performance trends—or for agents to dismiss feedback as being based on “a couple of bad calls."
Creovai QA Automation uses AI and machine learning to automatically score the objective QA criteria on 100% of a contact center’s interactions, giving managers a representative view of agent performance. Now, the Agent Coaching Hub gives managers a way to close the loop with agents after reviewing their QA scorecards. Managers can uncover insights in a QA dashboard and add notes or goals related to top opportunities for improvement in the Coaching Hub. This makes it easy to review specific performance areas and track improvement over time.
Managers can also link relevant interactions to sessions so they can walk agents through concrete examples of things they’re doing well or behaviors they should work on. Creovai makes it easy for managers to search for keywords or filter their results to interactions that meet certain criteria, allowing them to quickly find examples they want to share with their agents.
By sharing interaction examples and insights from QA automation, managers support their feedback with concrete evidence and show agents they’re receiving objective, data-backed coaching to help them improve.
Goals keep team members aligned and focused
Goal setting empowers agents to work on the behaviors they can control—and when agents can see that they’re progressing and meeting goals over time, it leads to a better employee experience.
The Agent Coaching Hub allows managers to create and track two types of goals:
- Shared, public goals to support entire teams working towards the same KPIs
- Private goals that can be assigned by a coach to an individual agent
Managers can track shared and private goals within Agent Overviews in the Coaching Hub, giving them focus areas to review during coaching sessions. Tracking agent behavior-based goals in the Coaching Hub can also help contact center leaders establish reward programs and incentivize agents to make measurable improvements.
When agents can see they’re progressing—and being rewarded for it—they're more likely to stay with the contact center for longer. By reducing their agent turnover rate, contact centers can spend less time and money hiring and onboarding new agents while ensuring their best agents continue to deliver a great customer experience.
Email sharing and acknowledgment closes the loop
Agents should be active participants in their coaching sessions, and the Agent Coaching Hub helps hold them accountable for reviewing and acknowledging coaching feedback.
After completing a coaching session, managers can send a session snapshot to the agent and require the agent to acknowledge it. The agent receives a session summary over email. They can acknowledge they have reviewed it via a button click, and this acknowledgment will be automatically added to the completed session in Creovai.
Session snapshots and the acknowledgment workflow ensure agents take responsibility for acting on the coaching feedback, leading to more empowered agents and better service delivery.
Completed sessions are also visible on the Coaching Overview page, giving contact center leaders a quick way to confirm that first-line managers stay on track with their scheduled sessions. This added layer of accountability for managers helps contact center leaders assure agents are receiving the guidance and professional development necessary to be successful.
Invest in coaching success with Creovai
There’s a lot at stake in customer service interactions. Almost 60% of U.S. customers say they’ll walk away from a brand they previously loved after several bad experiences, with 17% saying they’d leave after just one bad experience. Globally, 32% of customers say one bad experience is all it takes for them to abandon a brand.
At the same time, it's becoming more challenging for contact center agents to deliver positive customer experiences. Digital channels, including chatbots, are increasingly handling straightforward customer requests, leaving human agents with more complex issues that require high-value skills to resolve. When agents struggle with these complicated interactions, customers are more likely to abandon the company—for good.
The Agent Coaching Hub (now available to Creovai Conversation Intelligence users) gives managers everything they need for efficient, impactful coaching sessions. Combined with Conversation Intelligence and QA Automation, it provides contact center leaders with the information they need to prioritize improvement areas, focus their agents on specific goals, and deliver high-quality customer service.
Current Creovai customers can learn more about the Agent Coaching Hub by reaching out to their Account Manager.
Not a Creovai customer yet? Request a demo to see the Agent Coaching Hub in action.
