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 top of the CRM technique, and it’s going to extract all that unstructured facts from within the ticketing method. And then, it’s a matter of employing our AI and equipment discovering, the normal language processing to make perception of all these items,’ states channel chief and director of world-wide channels and alliances at SupportLogic.


As providers go on to search at ways to defeat the “Great Resignation” and the expertise techniques hole, SupportLogic, a San jose, Calif. firm that CRN named one of the 10 hottest AI startups of 2021, developed a new item to assist with both equally. It’s termed ‘agent coaching and evaluation,’ also acknowledged as ACE. In a CRN interview, the company’s channel main, and director of global channels and alliances, Dave Feliu described how the products is effective.

“It‘s going to be a module inside of our current SupportLogic SX system. And what it’s going to do is streamline the complete circumstance evaluation system. It’ll enable a assist manager to recognize, and mentor dependent on the most appropriate cases in serious time,” stated Dave Feliu, channel chief and director of world-wide channels and alliances at SupportLogic.

ACE brings authentic-time coaching to existence as it sifts via all of the user’s conditions, evaluations them and picks out a assortment of good, damaging and neutral interactions.

“Our original platform is heading to sit on best of the CRM technique, and it‘s heading to extract all that unstructured details from within the ticketing program. And then, it is a issue of making use of our AI and equipment understanding, the all-natural language processing to make sense of all these matters,” Feliu said.

This evaluation of unstructured details helps companions internally and externally.

“I‘m incredibly enthusiastic about making use of it for the reason that I can see the usefulness in our different functions centers across the globe… There are two matters really. A single is that it analyzes 100 per cent of all the shopper assist interactions, which is really vital to get a very well-rounded see of what is heading on. The other piece is to act as a coach for brokers so that you can instruct them and have them provide improved customer guidance to their customers,” mentioned Hal Kalechofsky, VP of client benefit answers at Genpact.

The new feature set saves associates and consumers from what applied to be a handbook and time-consuming process and it gains the workforce.

“Having this automation working with AI and device learning is vital for two explanations. It‘s heading to support with purchaser satisfaction and it’s going to assistance with agent retention… Every person is aware of there‘s a large churn price in the sector, the excellent resignation, and all. By better coaching your agents on the help side, they’re going to be happier about their work opportunities,” Feliu reported.

“It’s incredibly significant to get the ideal metrics on our customer guidance interactions and use that to be able to educate people today to do far better. And I consider it also aids individuals really feel extra fulfilled in their employment,” Kalechofsky reported.

SupportLogic claims ACE includes sample rubrics and a very simple device for developing and deploying

circumstance analysis rubrics and offers professionals with an “agent scorecard” to track

agent development and to provide continual coaching and agent good quality monitoring.

“This was form of the normal transition, to go from the items that we have been carrying out definitely properly and now adopt this because it was a requirement,” Feliu stated.

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