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Improving Agent Coaching and Retention with AI and ML: Introducing SupportLogic SX Elevate
Providing relevant, timely coaching to your team is critical to their growth, development, and retention.
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Develop your entire support team
Create custom evaluation rubrics and use AI to pull out coaching opportunities.
Standardize Agent Evaluations and Monitor the Process in One Spot
Enforce a Standard for Customer Support Experience Quality
Evaluate agent soft skills, case hygiene and troubleshooting against a set rubric
Coach Agents in Real-Time
Use AI-suggested case highlights for more streamlined, real-time coaching
Highlight Cases Managers Should Focus on Using AI
ACE reads 100% of cases and uses NLP and AI to recommend the best cases to review
Custom Evaluation Rubrics
Create your own rubric or use one out of the box. Standardize the rubric and coaching process across your organization or slice it by team, product line, or region with agent coaching and evaluation software.
Track Agent Progress
Establish baseline evaluation scores for an agent, a team, or your entire organization and analyze improvement trends in one place with case evaluation and agent performance tools. Provide support team visibility to every level of your organization.
Technology Unicorns Love SupportLogic
“[SupportLogic] has helped us reduce the time managers spend selecting cases to review, and sets us up for a more streamlined overall case and agent evaluation process.”
Chris Todd
Director, Support Programs, Snowflake
Snowflake reduces review time and streamlines the evaluation process.
1000
+
cases Evaluated Per month
100
+
Agents coached per month
