Generation AI: Carla and Performance Enablement Platform

Transcript

In the high speed, ever changing world of customer experience where satisfaction is the name of the game, team leaders like Carla find themselves juggling a million tasks and sometimes a few more, leaving little time for the real challenge, continually improving the performance of their teams.

Carla, once a CX all star herself, is a living legend in the contact center with near perfect scores on every client KPI. But now she has one mission, to find out the best way to turn every member of her team into an MVP associate like her. But let's face it, Carla. Manual reports from QA aren't very instructional. They offer a limited sample that checks the box on compliance and do very little identifying what is really working on the front lines.

That's where performance enablement comes in, a game changing AI approach that's revolutionizing coaching for CX team leaders. It uses data from current and previous associates to create models of top, mid tier, and low performers.

This platform identifies patterns and creates playbooks that suggest data driven actions for the team leader to apply. Then you can adapt these suggestions into customized coaching strategies with each associate to improve their performance.

Maybe some associates need extra training on soft skills, how to respond to tough questions, or how to approach a client to offer a new product. This innovative platform is basically real time x-ray vision for your team's performance. So now, you don't need to use your sixth sense anymore to figure out who's knocking it out of the park. You can see that in your dashboard, like having a crystal ball that actually works.

Associates like Henry can visualize their own scores and see how they're doing compared to teammates.

He can even participate in challenges or contests. Because who doesn't love a little friendly competition, especially when there's a prize involved?

Okay. That sounds pretty good. But does it really work well? For a financial services client, performance enablement increased by twenty three percent the amount of time team leaders dedicate to targeted coaching conversations, which improved managed agent call rate by ten percent and average handle time by six percent.

Amazing, isn't it? That's like going straight from the bench to being the MVP of the game.

Yes, Carla. In a world where data is key, performance enablement empowers leaders like you to unlock their team's full potential. Closest thing to a coach-o-matic that doesn't come with a cheesy infomercial.

So get ready to embrace the future of CX optimization.

Visit the Generation AI site at TTEC.com and help your team deliver amazing customer experiences and drive incredible results.

Thrive in Generation AI with TTEC.