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How to Use Insight Panel Analytics for Agent Coaching
Using analytics to inform agent training or evaluate performance is important.
But, the numbers aren’t telling you the whole story…
With Coveo’s “Insight Panel” feature, you’ll turn metrics into actionable coaching strategies that help your agents grow.
After all, metrics that lack context are just numbers.
In this guide you’ll learn how to use Coveo’s Insight Panel Analytics feature to amplify agent coaching.
- What is an insight panel? If you’ve adopted an AI-powered search platform like Coveo, an Insight Panel feature can give you useful insights that improve coaching sessions.
- Unveil actionable insights from search analytics that help both your contact center achieve targeted performance, and your support agents achieve proficiency faster.
- 4 coaching conversation starters. Help managers and support agents improve their communication during coaching sessions.
- Keep the KCS faith alive — with agent coaching. Equip managers with actionable insights that drive support agents coaching sessions, while ensuring the continuous application of your KCS program.
- Tie goals to outcomes, not metrics. Understanding the context around metrics is key to explaining how your customer support agents are using the system on a daily basis. The goal is to help your agents solve customer inquiries faster.
- Create the KCS experience that works best for your company — with a list of out-of-the box, Insight Panel service metrics you can customize; especially useful if you’ve adopted a KCS program
Ready to amplify your support agent coaching?
Learn how you can turn customer support analytics into actionable guidance … with Coveo’s Insight Panels!
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