Use the Team Dashboard to improve your team's metrics
A supervisor’s role is to monitor agent performance and identify areas where agents may be struggling, especially with survey adherence-related tasks. For tracking survey adherence, Jibe dashboarding helps the supervisors quickly identify which agents may need additional support.
Team Dashboard – "Agents In The Spotlight" Section (Survey Adherence)
The Team Dashboard is a powerful tool for supervisors to monitor the overall performance of their team. One of the sections on the dashboard that helps supervisors identify agents struggling with survey adherence is the "Agents In The Spotlight" section, specifically under Survey Adherence.
What it Shows: This section highlights agents who are not meeting the required survey adherence standards. Survey adherence is a calculation of what percentage of Jibe surveys are submitted versus how many interactions the agent took.
Why it’s Useful: By looking at this section, supervisors can quickly identify which agents have low survey adherence scores or are falling behind in adhering to survey-related tasks. This section serves as an early warning system to help supervisors take action and provide additional training or support to agents who are struggling.
How it Helps: Supervisors can focus on the agents who need the most attention, ensuring they provide coaching or training to improve their survey adherence. It also helps prioritize agents who may be having more consistent issues and need a more detailed review of their performance.
Video link - How to navigate through a Jibe session
Action Steps for Supervisors After Identifying Survey Adherence Issues
Once a supervisor has identified which agents are struggling with survey adherence, the next step is to take corrective action. Some common strategies include:
Reviewing the agent’s interactions: A supervisor might listen to recorded calls or review the jibe surveys submitted by the agent to identify where they might be deviating from compliance. This review will provide insights into what’s happening during the interactions and where improvements are needed.
Providing additional training: Agents who struggle with survey adherence might need more practice or clarification about expectations. A targeted training session or refresher course can help them get back on track.
Coaching and feedback: Supervisors should engage with agents one-on-one, offering constructive feedback about their Jibe performance. They can explain where the agent went wrong, clarify the importance of survey adherence, and offer guidance on improving their predictions and interactions.
Setting up follow-up Jibe sessions: Regular follow-up jibe sessions can be scheduled to ensure that agents are improving and staying adherent over time. This helps maintain accountability and provides ongoing support.
Video link - Jibe Sessions