Elevate your customer's experience by utilizing Jibe's Automated Best Practice finder
Best practice identification and roll out is a critical way to improve your customer's experience as it directly impacts operational efficiency, employee performance, customer satisfaction, and overall business success.
If any potential best practices are identified, you'll see a red blinking icon at the top right hand corner of the System Dashboard.
This feature analyzes contact reasons, case types, or call dispositions to identify agents who are outperforming the average performance across your organizations key CSAT metrics. The system automatically highlights these best practice agents to show you their individual performance within the given contact reason.
By looking at agents who are performing well, we may be able to figure out what this agent is doing differently than the other agents. Whatever this agent is doing, perhaps we can replicate it and create a best practice for the entire department.
By clicking on the Interaction List, you are provided a sample of interactions that highlight why this best practice agent stands out from the rest.
Best Practice Tips:
- When reviewing interactions in order to replicate best practices, keep a keen eye out for words and phrases that consistently drive a positive result with customers
- Look for troubleshooting steps that the agent excels at that should be replicated by their peers
- Review these best practice interactions with the agent themselves to uncover their thought process of resolving these types of interactions
- When rolling out each best practice, ensure to recognize the best practice agent for their excellent work
- After a best practice is rolled out, keep an eye on the agent predictions within the given contact reason. If the trend looks positive within their predictions, it will soon be positive with your customers as well.
- Utilizing agent predictions to verify if the best practice is having a positive effect allows you to verify within days, not weeks or months