DATAORB FOR AGENT PERFORMANCE
Transform Agents into Service Rockstars
Elevate your team's performance by leveraging objective, data-driven insights from real customer conversations. Turn these into coachable moments for managers and agents, facilitating self-driven improvements smoothly and effectively, all without any drama.
Coaching Agents for the Win
Insight-driven guided workflows, rooted in customer context, enable managers to identify who needs help and act on recommended strategies to facilitate improvement.
KNOW
Gain clear visibility into the customer scenarios, process protocols, and quality metrics that challenge agents. Obtain insights into the skills essential for issue resolution, sales conversion, and customer retention.
GUIDE
Offer targeted, contextual coaching to every agent. Equip them with role-playing scenarios that emulate how top performers handle the entire process of issue resolution, sales conversion, including addressing objections and closing deals.
TRANSFORM
Break free from legacy processes and data limitations in your coaching approach. With DataOrb, managers gain precise insights into who needs coaching, the skills requiring improvement, and the customer scenarios to be mastered.
Delivering Guided Recommendations, Backed by Customer Context, for Enhanced Agent Performance.
Coach Based on Outcomes
Move beyond anecdotes and hearsay. Gain an understanding of your team's performance in sales conversion, issue resolution, and retention based on customer outcomes. Managers receive prescriptive insights accompanied by benchmarked data, enabling them to swiftly address and close critical skills gaps.
Scale Winning Behaviors
Move beyond traditional training programs to accelerate your coaching initiatives. With DataOrb, managers are notified whenever an agent demonstrates 'best practices' and skills that positively impact customer outcomes. With just a click, these best practices can be transformed into role-playing scenarios, enabling continuous assessment and coaching of agents on strategies that drive results.
Understand and Align Every Agent
Recognizing that each agent has a unique style and behavior, DataOrb assesses their skills in specific customer scenarios and outcomes. This results in data-driven recommendations for each agent, detailing what's effective and what needs improvement, enabling managers to guide them towards success.
Reinforce Coaching Accountability
Effective coaching that leads to positive customer outcomes requires consistency, targeting, and contextual relevance from managers across the team. Gain visibility into your coaching efforts to understand what yields results, and rapidly iterate to align managers with the organization's strategic initiatives and customer expectations.
Why Managers Love DataOrb
Instantly answer:
What distinguishes top performers in sales, issue resolution, and customer churn prevention?
Which customer interactions yield the best outcomes, and what skills are employed?
How does my team measure up in adhering to winning behaviors?
Which customer scenarios can my agents master for rapid performance improvement?
What knowledge gaps hinder agents from delivering a positive experience?
