This playbook provides a structured 4-week plan to help contact center team leaders leverage powerful performance insights to drive agent success. It focuses on near real-time insights, coaching improvements, and performance tracking to enhance customer interactions.
Week 1: OI Onboarding & Agent Performance Baseline
Goal: Understand OI insights and establish agent performance benchmarks.
✅ Understand OI’s Role in Customer Success
Attend OI onboarding training sessions set up by your CS team and/or self-paced training via our OI Support website.
Learn how OI analyzes and categorizes agent performance. The 3 most relevant for Team Leads to understand are Customer Satisfaction, Agent Effectiveness and Customer Resolution. OI Terminology and Definitions
Leveraging OI reports identify and track performance goals over time:
Reduce AHT by X%.
Improve customer satisfaction by X%.
Increase customer contact resolution by X%.
Metric | Average initial value | Average current value | Difference | # plans |
Average handle time (secs) |
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Average predicted resolution (%) |
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Average predicted satisfaction (1-5) |
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✅ Baseline Performance at the Agent Level
Use OI to assess past 30 days of agent conversations:
Through the My Team Dashboard, use the Inquiries to work on for each agent to identify common customer inquiries and friction points.
Determine baselines for goals (e.g. reduce AHT, increase Customer Satisfaction, increase Resolution).
✅ Align OI Insights with your Coaching Strategy
Identify and discuss coaching themes from OI insights.
Allow scheduled time for agents to explore performance metrics in OI, connect with their manager, track progress and discuss strategies.
✅ Quick Win: Create First Coaching Plan
Ensure a minimum of 1 coaching plan has been created per agent
Encourage agents to self-assess before feedback discussions with team leader.
Week 2: Performance Driven Coaching & Feedback
Goal: Use OI insights to refine coaching and assist agents
✅ Check-Ins
Ensure agent are logging into OI and tracking progress.
Show agents how specific behaviors impact their performance, metrics and the business
✅ Quick Win: Track Progress
Track how agents metrics begin to change by focusing on small changes during their interactions.
Week 3: Proactive Agent Success & Performance Optimization
Goal: Agent coaching to improve agent performance.
✅ Leverage analytics to spot agent strengths and areas for improvement
Identify which interactions and attributes will make biggest impacts by using performance reports
Share insights across the team
Week 4: Integration & Continuous Success Strategy
Goal: Make performance driven coaching and tracking a standard practice.
✅ Automate & Streamline Coaching in OI
Review weekly coaching reports per agent as part of your regular coaching sessions
Encourage self-assessment before coaching sessions.
Implementation of multiple coaching plans, each designed with distinct goals to address varying agent development needs.
✅ Team-Wide Reflection: What Worked, What Didn’t?
Review performance trends from the past 4 weeks.
Gather agent feedback on data, reports and effectiveness.
✅ Quick Win: Success Showcase & Next Steps
Highlight agent improvements based on goal metrics
Set long-term coaching milestones for continuous growth.
Next Steps
Schedule monthly performance reviews with team leaders and key stakeholders to highlight progress and optimize strategies
Continue refining coaching techniques using trend analysis.
Leverage agent success insights to align with business KPIs.