Question

Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. he exported the agent metrics report for detailed statistics to troubleshoot the issue. identify the areas that would help him in resolving the problems. (choose four.)

A. Review interactions in which an agent's performance varies significantly from the average.
B. Learn the reason for long or short interactions.
C. Focus on numerical results, which tend to encourage desirable results.
D. Identify opportunities for improvement.
E. Coach the agent on positive behaviors such as better call control.
F. Train the agent to reduce handle time.

Answer 1

Supervisor Rayan can improve agent performance and interactions by reviewing significantly deviant performances, understanding interaction lengths, coaching for better call control, and focusing on quality of service over just reducing handle time.

Step-by-step explanation:

To resolve the issues identified in the interactions handled by agents, supervisor Rayan could focus on several areas after reviewing the agent metrics report:

• Review interactions where an agent's performance deviates significantly from the average to understand where specific training or coaching may be needed.
• Determine the causes for long or short interactions to identify opportunities for improvement and whether they relate to agent behavior, customer issues, or other factors.
• Encourage positive behaviors such as better call control through coaching, to achieve more efficient and effective customer interactions.
• Instead of focusing solely on reducing handle time, train the agent to provide quality service while maintaining efficiency, which may naturally lead to a reduction in handle time.

By addressing these areas, supervisor Rayan can tackle the issues at both an individual and team level, leading to better performance and customer satisfaction.