Enterprise-ready agent assist platforms for global distributed teams

In today's fast-paced business landscape, global distributed teams face unique challenges in maintaining high-quality customer service and effective communication. As organizations expand across borders, the need for scalable, real-time support systems becomes paramount. This is where enterprise-ready agent assist platforms come into play. These platforms not only enhance agent performance but also ensure consistency in service delivery, regardless of location. In this post, we'll explore the critical aspects of implementing these platforms, focusing on their benefits, usage, and practical value for your teams.

Understanding Real-Time Coaching

Traditional vs. Real-Time:

In a traditional coaching model, feedback is often delayed, occurring days or even weeks after the actual customer interaction. This approach can lead to several issues:

  • Delayed Feedback: Coaching on past calls lacks context, making it less effective.
  • Sampling Bias: Only a small percentage of calls are reviewed, leaving much of an agent's performance unmonitored.
  • Capacity Ceiling: Supervisors struggle to keep up with coaching demands, limiting their ability to support agents effectively.

Real-Time Coaching:

In contrast, real-time coaching provides immediate feedback during customer interactions. This approach allows agents to:

  • Receive In-the-Moment Guidance: Agents get prompts for improvement while they are on the call, enabling them to adjust their approach immediately.
  • Enhance Customer Experience: By addressing issues as they arise, agents can resolve customer concerns more effectively.
  • Increase Supervisor Efficiency: Supervisors can monitor multiple agents simultaneously, focusing their efforts where they are most needed.

With tools like Insight7, real-time coaching becomes a seamless part of the workflow, empowering agents and enhancing the overall customer experience.

Supervisor Capacity Transformation

Workflow Shift:

Implementing an agent assist platform significantly transforms the supervisor's workflow. Here’s how:

  • Old Workflow:

    • 60% of time spent listening to calls and scoring manually
    • 20% on documentation and reporting
    • 15% on scheduled coaching sessions
    • 5% on real-time floor support

  • New Workflow with Agent Assist:

    • 10% on exception review (automation handles routine tasks)
    • 30% on strategic coaching based on performance patterns
    • 40% on real-time intervention during high-impact moments
    • 20% on performance analysis and team development

This shift allows supervisors to focus on strategic coaching and team development rather than administrative tasks, ultimately improving agent performance and morale.

Dashboard Capabilities:

A robust dashboard is crucial for monitoring agent performance in real-time. Key features include:

  • Live Quality Scores: Supervisors can see how agents are performing in real-time.
  • Alert Notifications: Immediate alerts for critical errors or coaching opportunities.
  • Performance Trends: Visual representation of individual and team performance over time.

By leveraging these capabilities, supervisors can ensure that all agents receive consistent and timely support, regardless of their location.

Self-Coaching & Agent Development

The Dependency Problem:

One significant challenge in traditional coaching is that agents often become dependent on supervisors for feedback. This can slow down their development and lead to learned helplessness.

Building Self-Sufficient Agents:

To combat this, a phased approach to self-coaching can be implemented:

  • Phase 1: Guided Learning (Weeks 1-4)

    • Heavy real-time prompting
    • Active monitoring by supervisors
    • Weekly coaching sessions

  • Phase 2: Supported Independence (Weeks 5-12)

    • Reduced prompting with more on-demand knowledge
    • Bi-weekly coaching sessions

  • Phase 3: Self-Directed Improvement (Week 13+)

    • Minimal prompting, with agents driving their analysis
    • Monthly strategic coaching sessions

Self-Coaching Tools:

Platforms like Insight7 provide agents with personalized dashboards that track their performance and suggest areas for improvement. This empowers agents to take charge of their development, ultimately leading to faster skill acquisition and increased confidence.

Analytics-Driven Coaching

From Gut Feel to Data-Driven:

Traditional coaching often relies on subjective assessments, which can lead to inconsistencies. By contrast, analytics-driven coaching utilizes data to identify specific skill gaps and improvement opportunities.

Coaching Preparation Intelligence:

With an agent assist platform, coaches can access data that highlights:

  • Performance Patterns: Identifying agents who struggle with specific skills, such as objection handling or compliance.
  • Call Selection: Automatically selecting calls that demonstrate these patterns for review.
  • Coaching Focus Prioritization: Determining which skills to address first based on customer impact and frequency of occurrence.

This data-driven approach ensures that coaching sessions are focused and effective, leading to measurable improvements in agent performance.

Implementation Strategy

Phased Rollout:

To successfully implement an agent assist platform, consider a phased approach:

  • Phase 1: Pilot with Champions (Month 1)

    • Select 2-3 top supervisors and 20-30 agents to test the platform.
    • Gather feedback and refine the workflow.

  • Phase 2: All Supervisors (Months 2-3)

    • Train all supervisors on the new system.
    • Roll out the platform to all agents and establish standards.

  • Phase 3: Self-Coaching Optimization (Months 4-6)

    • Enable agent analytics and reduce directive prompts.
    • Implement goal-setting frameworks for agents.

  • Phase 4: Continuous Improvement (Ongoing)

    • Analyze effectiveness data and scale best practices.

Change Management:

Anticipate resistance to new technology by addressing common concerns:

  • "Technology will replace me." Reassure supervisors that the platform frees them to focus on meaningful coaching.
  • "I don't trust AI to coach." Emphasize that AI handles routine tasks, allowing for more personalized development.

By following these steps and addressing concerns proactively, organizations can successfully implement agent assist platforms that enhance performance and improve customer satisfaction across global distributed teams.