Manage the quality of interactions between your IT team members and the requestor to drive a higher CSAT. With Workforce Optimization for ITSM you will be able to:
1)Provide direct feedback via coaching assessments on the quality of the interactions in the interaction record
2) Enable bi-directional feedback by empowering the IT team member to provide feedback on the effectiveness of coaching
3) View sentiment analysis for phone conversations via out-of-the-box Amazon Connect integration
4) Leverage out-of-the-box Quality KPI and view trends by team member
5) Administer learning and skills via coaching assessments
