With a majority of companies having fully or partially distributed workforces, gaining insight into agent performance is more important than ever. Stella Connect captures customer feedback on agent performance after every service interaction. With response rates of up to 50% and real-time feedback streams, team leaders can easily identify and act on meaningful coaching opportunities with their agents.Why Real-Time Coaching is the key to success
With Stella Connect’s Coaching feature, you’ll never miss a coaching moment – even if you’re not on the Contact Center floor with your team. Configurable alerts send instant notifications to your phone, e-mail, and more when an agent receives a piece of negative feedback. Team leaders can then review the feedback at the office, at home, or on the go, link to the full ticket, and coach the agent to show them how they can do better in the future.
The constant flow of feedback not only enables coaching against negative feedback, but also empowers team leaders to give agents positive reinforcement immediately after a positive interaction. With some team members still working from home, the ability to provide positive reinforcement is an asset to team leaders looking to boost morale and ensure their agents feel supported and appreciated.
We understand how important it is to coach in-the-moment – no matter where you are. So often, too much time passes between a negative interaction and agent coaching. Don’t let a distributed workforce impact your ability to coach your agents in the moment. Stella Connect gives team leaders the tools to identify micro-coaching opportunities and deliver immediate feedback – no matter where you and your agent are.
“With Stella Connect, supervisors can readily identify coaching opportunities throughout the day, focus on specific ‘Areas of Improvement’ in QA reviews, and provide timely, actionable coaching where it’s needed most.”