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How to Use Insight Panel Analytics for Agent Coaching

How to use analytics to improve support agent coaching

How to use analytics to improve support agent coaching

  • 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!