Tag Archives: agent training

Supervisors also benefit from the power of Virtual Observer’s Agent Portal

The Virtual Observer Agent Portal allows an agent to access their own recordings and evaluations at the tip of their fingers.  The feature’s benefits are not exclusive to the Agent, however, as utilizing the portal in a contact center environment is also very beneficial to the supervisors as well. Virtual Observer Agent Portal

Typically, supervisors will find that they spend lengthy periods of time meeting with agents to review calls and performance.

Agent Portal helps make this task much easier, as it allows the supervisor to post an agent review that will automatically be sent to the portal.

Once a review is accepted or disputed by an agent, the supervisor will have easy access to see this within their own Virtual Observer interface.  The interface provides the supervisor with color-coded representations so that they can determine the current status of the review.

Color codes for agent evaluations

Red Flag: Review has been disputed
Green Flag: Review has been accepted and closed
Red Dot: Indicates you need to complete the next step
Green Dot: Waiting for agent to complete the next Step
Star: Review has been recently updated

The agent review process also helps eliminate the paper trail that occurs with accept and dispute processes.  In addition to this review feature, agents will also have the ability to view dashboards that showcase how they are performing in relation to peers from directly within their own portal. 

The goal of the Agent Portal is not only to allow for agents to be able to review their own information, but to promote a more seamless process when it comes to agent performance evaluation and improvement. 

 

Taking training to a whole new level of analytic discovery

The initial training sessions scheduled for all new customers typically dive into basic system navigation, system administration, supervisor usage and agent usage, reports, dashboards, etc.

Additional training opportunities allow for unthrottled, pinpoint insight into particular processes, questions, new enhancements, or simply fine tuning what your team learned originally, to do as my son’s karate dojo claims, “to make their best even better”.

Are you looking for that extra report or piece of analytic data which can help you drive your quality assurance and training cycle time down?

Virtual Observer, our workforce optimization and quality monitoring solution, offers our customers the extra functionality and analytics which will help boost coaching and training methodologies by identifying particular areas that may need additional focus.

Within our evaluation process, the system allows your staff to score calls for the purpose of calibrating – using either additional score cards or supervisors.

Add to the calibration mix our packaging feature, where an audio recording (as well as screens and the evaluation itself) can easily be sent to staff for re-evaluation.

At this point, supervisors who receive these packaged events can evaluate them with the same score card. These evaluations will be flagged for calibration purposes and easily filtered for reporting or a query search.

There is no need to print the score cards and manually calibrate them because Virtual Observer offers analytics which will do this for you automatically.

Our Performance and Trending reports allow you to analyze the topics & questions for those with mixed responses.

In other words, 50% of your staff may have answered YES to a particular question while the other 50% may have answered NO. This can raise a flag that additional training may be needed or even where a question on the scorecard can be considered a little vague.

Analytics can also be used for overall training analysis to enhance the overall process. Reports can be generated at an agent level over a period of time, giving insight into where agents may need additional coaching.

Taking it all a step further, using our E-learning and content delivery process, Virtual Observer allows you to send training documents automatically based on the score of a particular topic/question or at the end of the evaluation process by merely adding a link to the document. These learning materials can be automatically sent to the agent along with the score card.

The subsequent E-learning tasks can be tracked in a report as well to see the volume sent for each particular topic or question.

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