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Agents are the contact center's most important asset, because they communicate directly with the company's most important asset - its customers. It makes good sense to help them complete their job in the best possible way.
Agents need constant feedback about their performance - where do they need to improve, where are they doing well, what's new in the contact center.
NICE believes in an integrated approach towards quality management, customer feedback and agent coaching, and has created an easy-to-use solution that is an integral part of NICE Perform.
The Agent Coaching solution includes:
- Full Web-based applications with state-of-the-art graphical interface and advanced enterprise-reporting capabilities.
- A clip recording tool that can turn any portion of a call into a clip with voice annotation. The clip recorder is an integral solution based on existing voice and screen recording infrastructure, which provide high rates of compression, an audit trail, and the ability to export files easily.
- Easy , independent creation of video clips using a PC and phone extension -with the click of a mouse.
- An integrated, single application for the entire enterprise, based on a hierarchy of privileges for different users.
- Ability to create coaching packages and push them to agents desktop. Packages can include recorded calls, evaluations, customer feedback and coaching clips, along with external files, and may be sent to a specific agent, a group or even the entire call center
- Complete multi-site capabilities for a true enterprise solution.
NICE Perform provides a single point of access to customer interactions for agents, supervisors, coaches, managers and everyone in the enterprise that deals directly or indirectly with customer interactions.
- Agents can review their coaching packages in their own free time, let their supervisors know that they have reviewed them and send back comments, and re-visit the coaching packages whenever they choose to
- Supervisors can use the NICE clip recorder to build and send their agents coaching tips, complete or edited calls, annotations and feedback on a recently evaluated interaction easily, and while the issue is still relevant.
- Coaching specialists can, in a matter of minutes, send coaching packages to demonstrate the correct use of applications, or edit real calls to use them as examples of how to deal with current issues.
- Marketing directors can directly communicate with the agents by updating them on the newest campaign, and create and maintain strong ties between departments in the enterprise.
For more details on Agent Coaching, click here
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