Coaching in Workforce Optimization for Customer Service
Summarize
Summary of Coaching in Workforce Optimization for Customer Service
This guide outlines how to enhance team performance in Customer Service through effective coaching and skill optimization. It highlights the transition from Legacy Workforce Optimization to new features, emphasizing the use of Predictive Intelligence for skill recommendations and training assignments.
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Key Features
- Quality Assessment: Review completed interactions and tasks to evaluate team performance.
- Training Assignment: Assign targeted training based on performance assessments to enhance skills.
- Predictive Intelligence: Automatically recommends skills for agents based on their completed tasks.
- Skill Recommendation Process: Involves tracking task completions, setting thresholds, and manager approvals for skill additions.
Key Outcomes
- Improved agent skill sets leading to better task performance and customer service outcomes.
- Efficient use of Predictive Intelligence to streamline skill development and task assignments.
- Increased ability to identify training needs and address skill gaps within the team.
- Preparation for future changes as Legacy Workforce Optimization is phased out, ensuring continued support and enhancement opportunities.
Learn how you can review and assess the quality of completed interactions and tasks. Enhance your teams' skills set by assigning them training based on the assessments and add skills to their profile when they get trained.
| Step | Description | Example |
|---|---|---|
| 1. | Predictive Intelligence associates the cases that were closed using similar skills and then groups the tasks by the agents who resolved them. | Predictive Intelligence looks at the similarity between the tasks that were resolved using the skill Firewall. |
| 2. | When agents resolve cases, the Skill Recommendation application stores the skill and agent associations. | Agent A completes a task that requires the skill Firewall, but that skill is not in the agent's user profile yet. |
| 3. | System administrators set the threshold for the skill and agent associations. When the threshold is reached, the Skill Recommendation application recommends to the agent's manager that the skill be added to an agent's profile. |
The system administrator sets the threshold at 10. That means the agents have to complete at least 10 tasks that require a specific skill, before the predictive intelligence engine can recommend that specific skill for the agents. Agent A completes 10 tasks that required the skill Firewall, and currently Agent A is not assigned skill Firewall. The Skill Recommendation application recommends the skill Firewall for Agent A to the agent's manager. |
| 4. | The manager approves and adds the skill to the agent's profile. | Agent A's manager approves the skill Firewall and adds that skill to Agent A's profile. |
| 5. | Advanced work assignment (AWA) uses the new skills that were added to the agent's profile, looks up tasks that require those skills, and assigns the agents to complete those tasks. | When a task requires the skill Firewall, Agent A is automatically considered for that task assignment. |
| 6. | Over time, the Predictive Intelligence machine learning algorithms learn which skills were assigned to the agents to resolve the cases. | |
The infographic shows how you can use Predictive Intelligence to recommend skills for your agents.
- Use surveys to evaluate your team's performance.
- Recognize improvement opportunities and assign training tasks.
- Assess a trainee's ability to resolve cases.
- Assign training that is based on the assessments.
- Add skills to a trainee's profile that is based on a recommendation from Predictive Intelligence.
As a trainee, you can get trained to address your skill gaps.