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All CollectionsGetting Started: For Team Leads
Success Playbook for Team Leaders
Success Playbook for Team Leaders

Maximize agent success using OI over the next four weeks.

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Written by Anita Casanovas
Updated this week

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)

Average predicted resolution (%)

Average predicted satisfaction (1-5)

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.

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