Cogito, the leader in real-time coaching and guidance for the enterprise, announced a new and enhanced solution targeted at improving the employee experience for frontline teams. The Personalized Coaching features are designed to better support employees in handling complex customer service inquiries and focus on professional development based on each agent’s skills.
Contact center coaching has historically relied on qualitative, anecdotal feedback from small teams of overwhelmed managers, fewer quality assurance (QA) resources and limited customer surveys assessing less than 1% of calls. This process is notoriously labor intensive for supervisors who must randomly select calls and subjectively evaluate the themes and skills of their agents. To alleviate challenges from this tedious process and limited perspective, and to better meet the needs of today’s digitally native and increasingly remote workforce, Cogito developed its Personalized Coaching solution, where data-driven and robust feedback is delivered on 100% of their calls.
The Personalized Coaching dashboard reviews speaking behaviors across emotion cues and key conversation topics pertinent to the contact center context. All calls are reviewed with specific targets automatically identified, an approach that gives supervisors more time to focus on developing their team skills. The product leverages artificial intelligence (AI) to evaluate agents’ unique skills and needs, regardless of their physical office environment. It provides direct feedback on their progress toward individualized goals and rewards agents with positive recognition from team leaders.
“Well-being has always been at the heart of our technology, creating solutions that equip individuals with real-time emotional intelligence and insights to improve their ability to deliver more caring, differentiated experiences,” said Joshua Feast, CEO and Co-Founder of Cogito. “As we navigate a changing workforce, we expect to place a more considerable emphasis on the applications of data to improve frontline employee experiences and, consequently, the interaction between agents and customers. Cogito ensures enterprise frontline teams are equipped with resources to enhance and improve these human interactions with the tools and guidance that empower humans.”
Key Features of the Personalized Coaching solution include:
- Plan Creation and Goal Tracking: Create individual, specific coaching plans and goals for agents.
- Align Organizational Goals with Coaching Goals: Select an organizational goal for their team based on the three most important behaviors that must be addressed.
- Variable Coaching Period: Supervisors can pause and adjust plans once started and designate a time of their choosing for the coaching period to resume.
- Bulk Update of Plans: Make bulk updates to goals, instead of one at a time, streamlining the back and forth.
- Designate Coaching Roles: Supervisors, QA leaders, or other mentors can participate and contribute to coaching.
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