Achieving "Jibed" status is a significant milestone for agents, and it signifies that you have reached a level of proficiency in making accurate predictions about customer satisfaction, emotional tone, and issue resolution.
If a blue check mark appears next to your name, as shown below, you have been Jibed! This blue check mark is the official marker that you have met the necessary standards for Jibe.
Please keep in mind that in order to be jibed, your passing score must be 75% or higher.
Jibe is an ongoing process, and agents are expected to continuously maintain and improve their performance even after they've been "Jibed."
This ongoing aspect of Jibe means that it’s not a one-time achievement. The platform, tools, and training are designed to be continually utilized as agents progress in their roles. Agents will need to keep engaging with the Jibe system to ensure they’re consistently meeting performance expectations.
Below is a sample Jibe work flow:
Frequently asked questions (FAQ):
When will agent predictions start to be trusted?
o When the agent achieves the Jibed Status
(3) steps to achieve Jibe status
1. Actively listen to your customers concerns
2. Use empathy to understand your customer’s concerns and issues.
3. Submit your survey prediction on every interaction on how the customer will answer their survey
How do I get Jibed?
o By making accurate positive and negative predictions. Once you make enough accurate predictions - you will become Jibed.
How many predictions do I need?
o As long as you submit accurate predictions for each call or interaction, the Jibe algorithm will continuously review your predictions in the background. As a result, becoming Jibed won't take long at all.