Achieve positive team coaching with daisee AI-powered QA

Using daisee to score 100% of customer engagement flowing through your contact centre can have profound effects on understanding your customers. But many can overlook the tremendous opportunity that this automation delivers for agent coaching processes. From faster time to competence to reducing staff attrition rates, daisee helps your team operate at its best to deliver the best customer experience possible.

At its core, daisee delivers AI-powered scoring of every call in the contact centre, applying scorecard analysis to every call transcript with dashboard access to both high level trends and granular details on every agent and call.

In a traditional QA environment, each agent may be analysed based on sampling five calls per week. In a busy contact centre this could be less than 1% of all calls taken, leaving a lot of room for important script adherence or compliance requirements failures to be missed. In one customer example, daisee quickly revealed one agent was forgetting a secondary compliance check when taking credit card details from a customer. The red flag was immediately spotted in the daisee dashboard and the issue was remedied immediately.

What’s more, manual QA is a time consuming process, with potentially many weeks between an agent being sampled. But with daisee, team leaders receive daily dashboard updates that paint a complete picture of where scorecard thresholds are not being achieved or where high risk calls have been detected.

Proactive, positive coaching options

In a modern contact centre, with hybrid work a more common feature, it can be easier for bad habits to creep into an agent’s daily routine – and harder again to deliver fast coaching to quickly address any issues. If problems are only being identified through complaints processes, it can also be harder to remediate concerns in a positive performance process. daisee’s 24 hour review cycle offers ample access to agent scorecards, ensuring that the first signs of agent performance issues will be identified so that coaching can be offered with confidence and positivity.

daisee can also be set to offer direct access to agents, allowing them to review their own scores and feel more ownership of their own success. Seeing where scores may have missed targets on empathy, script, or compliance factors and being able to review call audio offers clear and direct insight to drive self-motivated change.

Proactive coaching can deliver many benefits to your contact centre team. For new agents, customers have found they have achieved 30% improvement in time to competence, which in turn reduces the pressure on more proficient agents to shoulder more of the workload. This also reduces absenteeism and attrition, and ultimately a better experience for your customers.

QA: less admin, more leadership

daisee customers quickly find that their QA teams are spending a lot less time on the manual administration of checks and scoring processes. Instead, they quickly turn their attention to targeted coaching, raising the bar by elevating best practice which leads to improved NPS / CSAT scores from customers.

daisee is working to constantly evolve how AI can deliver more and more value in the contact centre and make training, coaching and QA more effective for your business. To learn more about how daisee can help your contact centre, get in touch today.