July 18, 2024

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SupportLogic Aims To Improve Support Staff Retention With New Agent Coaching And Evaluation Application

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Rachael Espaillat


‘Our unique system is heading to sit on leading of the CRM procedure, and it’s likely to extract all that unstructured information from inside of the ticketing technique. And then, it is a make a difference of utilizing our AI and machine studying, the all-natural language processing to make sense of all these factors,’ states channel main and director of world-wide channels and alliances at SupportLogic.


As corporations go on to search at strategies to get over the “Great Resignation” and the expertise techniques gap, SupportLogic, a San jose, Calif. organization that CRN named 1 of the 10 best AI startups of 2021, created a new product or service to aid with both. It’s named ‘agent coaching and analysis,’ also recognized as ACE. In a CRN job interview, the company’s channel main, and director of international channels and alliances, Dave Feliu defined how the merchandise performs.

“It‘s going to be a module in our current SupportLogic SX system. And what it’s heading to do is streamline the entire scenario evaluate method. It’ll empower a assistance manager to discover, and mentor dependent on the most applicable conditions in authentic time,” stated Dave Feliu, channel chief and director of worldwide channels and alliances at SupportLogic.

ACE provides serious-time coaching to life as it sifts by way of all of the user’s circumstances, testimonials them and picks out a range of favourable, adverse and neutral interactions.

“Our primary system is likely to sit on prime of the CRM method, and it‘s likely to extract all that unstructured information from inside of the ticketing technique. And then, it is a make any difference of applying our AI and equipment discovering, the natural language processing to make perception of all these factors,” Feliu mentioned.

This examination of unstructured facts will help companions internally and externally.

“I‘m incredibly excited about working with it due to the fact I can see the usefulness in our many operations facilities across the globe… There are two issues truly. One is that it analyzes 100 % of all the buyer assist interactions, which is very important to get a really effectively-rounded view of what’s going on. The other piece is to act as a coach for brokers so that you can instruct them and have them supply much better consumer support to their shoppers,” claimed Hal Kalechofsky, VP of consumer benefit options at Genpact.

The new attribute established will save partners and clients from what utilised to be a manual and time-consuming job and it positive aspects the workforce.

“Having this automation applying AI and equipment discovering is critical for two causes. It‘s heading to aid with buyer pleasure and it’s likely to support with agent retention… Every person appreciates there‘s a huge churn charge in the sector, the fantastic resignation, and all. By better coaching your brokers on the guidance aspect, they are going to be happier about their jobs,” Feliu stated.

“It’s pretty critical to get the greatest metrics on our buyer help interactions and use that to be able to practice people today to do superior. And I consider it also helps people experience far more fulfilled in their careers,” Kalechofsky said.

SupportLogic claims ACE contains sample rubrics and a uncomplicated instrument for building and deploying

case analysis rubrics and delivers supervisors with an “agent scorecard” to keep track of

agent progress and to give continuous coaching and agent top quality monitoring.

“This was type of the organic changeover, to go from the factors that we were being accomplishing actually properly and now adopt this due to the fact it was a necessity,” Feliu explained.

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