• Fri. Aug 5th, 2022

SupportLogic Launches Agent Coaching and Assessment (ACE) Application to Improve Support Staff Retention

ByJulie J. Helfer

Jun 29, 2022

New AI Platform Features Increase Manager Productivity, Improve Employee Engagement, and Increase CSAT

SAN JOSE, CA., June 29, 2022 /PRNewswire/ — SupportLogic, the global leader first support experience (SX™) Platform, today announced the availability of a new feature: Agent Coaching and Appraisal (ACE). This new feature set is available today in SX Elevationan application module within the SupportLogic SX platform.

Effective onboarding, proper training, and improving agent retention rates are key elements in reducing help desk costs and increasing customer satisfaction today. However, legacy systems lack the ability to analyze unstructured data in support interactions to identify opportunities to correct agent issues and reward good performance. The highly manual nature of traditional case and agent review processes leaves teams in a reactive, “firefighting” mode and can lead to agent burnout, higher attrition rates, and degraded service. client experience.

“The ‘Big Resign’ and the ‘Big Talent Shakeup’ have affected support organizations as much, if not more, than any other part of the workforce,” said John Ragsdale, Distinguished Researcher and Vice President of Technology Ecosystems at TSIA. “Add that to a potentially volatile economy and it’s become clear that now, more than ever, support managers need to invest in innovative technology to keep employees engaged and informed, so they can improve improve the customer experience and eliminate the high costs associated with agent attrition.”

SupportLogic ACE is designed to address issues related to agent and case quality monitoring. ACE makes the case review and agent assessment process as easy as possible. Additionally, managers can rarely review more than a tiny percentage of an agent’s workload to find “teachable moments” and other opportunities to gather real feedback on support protocols. business as well as soft skills.

Leveraging SupportLogic’s SX platform, driven by AI and machine learning, ACE analyzes 100% of a user’s cases to find the ideal cases to review and the preferred combination of positive, negative and neutrals to provide real-time coaching. ACE users can quickly create a review rubric or simply allow the platform to select cases – no rubrics are needed to get started right away. It also allows managers to continuously engage with agents, fostering more constructive dialogue, and reducing agent burnout while increasing employee satisfaction and retention.

SupportLogic ACE also includes:

  • Sample rubrics and a simple tool to create and deploy case assessment rubrics
  • Automatic selection of relevant cases with good, bad and neutral “interesting moments” to review
  • Online suggestions for coaching in each case, and a simplified review process wizard
  • Agent dashboard capabilities to track progress over time

“One of the biggest barriers to providing meaningful and consistent feedback and coaching to agents is the inability to manually gather relevant coaching moments that are buried in case interactions,” said Krishna Raja Raja, founder and CEO of SupportLogic. “The beauty of our platform and ACE is that it reads 100% of the cases, which provides a much stronger set of insights into how support engineers are actually performing. This keeps managers engaged. constantly and to offer help and coaching when it’s needed. This not only leads to better performing support teams, but also to happier agents and better employee retention.”

SupportLogic Agent Coaching & Assessment is available today for SX Elevate users. See an in-depth discussion on ACE functionality HERE. Or to see a demo of ACE or other SupportLogic solutions, visit www.supportlogic.com.


About SupportLogic

SupportLogic offers the world’s first Support Experience (SX) platform that enables businesses to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value. SupportLogic SX uses AI to extract and analyze customer sentiment signals from structured and unstructured data and provides recommendations and collaborative workflows. SupportLogic helps global companies like Databricks, Qlik, Nutanix, Rubrik, and Snowflake prevent customer escalations, reduce churn, and improve the customer support experience. To learn more, visit supportlogic.com.

SOURCE Support Logic