With Stella Connect’s 1:1 tool, team leaders can create and save notes between meetings. This ensures that important details are never forgotten despite the fast pace of the contact center.
Through the 1:1 tool, team leaders can take general notes, give kudos, and create action plans for the week ahead. This gives agents a holistic picture of their performance to help drive engagement and development.
Action items are shared directly with agents and displayed prominently in individual feedback streams. Agents can mark action items as complete between meetings, giving team leaders visibility into progress.
Team leaders can get an at-a-glance view into how individual agents are tracking against action items. Knowing that team leaders have this level of visibility encourages agents to stay focused.
“We live and die by the Stella Connect feedback stream. It gives us unmatched visibility into our agents’ performance and helps us deliver more effective 1:1 coaching. Agents love receiving the recognition and more tailored coaching and this has translated into higher levels of engagement, improved service delivery and a 25% improvement in attrition rates.”