As a supervisor, my job is to monitor agent’s performance and to ensure they are productive and maintaining a high level of customer satisfaction. It’s my job to coach them and manage them (a team of 15 agents) to a performance level that offsets the cost of their salaries. I use many tools to assist me in these tasks.

Here is how I can easily manage my team’s performance using GQM.

  • Dashboards provide me up to date group and agent scores based on questionnaires used. In our case we use questionnaires that are:
    • Customer Satisfaction Surveys
    • Quality Management campaigns
    • Training and coaching results

From the dashboard I can easily see which agents are having difficulties or challenges in any of the areas that are important to our businesses success.  I have several choices of investigation that help me discover root causes.

  • Live Monitor
    • Allows me and my supervisors to listen and view the screen of an agent/customer interaction live. This gives me real time information to act on while the incident is still relevant to the agent

When I have discovered the root cause I can monitor and coach agent(s) by

  • Assign evaluations to team leads, coaches, and QM to track performance of groups or individual agents
  • Assign self-evaluations to agents for self-review
  • Advanced Reports
    • I can choose from a suite of reports that provide me performance statistics on my groups performance across several of the applications I use daily
      • Evaluation Detail Report
      • Agent Skills
      • Compare Agents
      • Results Distribution

Has permission to:

  • View my evaluations
  • View team evaluations
  • View all evaluations
  • Create evaluations
  • Reopen evaluations
  • Evaluate agents
  • Replace calls
  • Add specific call to the evaluation
  • Plan evaluations for own groups or sub-groups
  • View reports/graphs
  • Password reset (team members only)
  • Interaction group view