This playbook will help agents use OI to enhance customer success, improve communication skills, and boost overall performance. By leveraging OI insights, agents can understand customer intent, refine their approach, and optimize their interactions for better outcomes.
Week 1-2: OI Onboarding & Self-Assessment
Goal: Get familiar with OI insights and establish personal performance benchmarks
✅ Understand How OI Helps You Succeed
Learn how OI tracks agent effectiveness, customer satisfaction and resolution.
Understand how your Agent Dashboard and Coaching Plans provide near real-time guidance to improve customer interactions.
Identify how OI insights help in hitting KPIs faster (e.g., agent effectiveness, resolution time, customer satisfaction).
✅ Review Your Performance Baseline
Check the Agent Dashboard on your past interactions:
What are your top performing areas and what are your opportunities for improvement?
How do customers typically react to your responses?
What is your Agent Effectiveness score telling you?
Where do you fall among your team for each Inquiry type?
✅ Agent Dashboard and Coaching Plans for Improvement
Identify one improvement goal (e.g., reducing AHT, improving customer satisfaction, increasing resolution rate).
Observe how OI feedback aligns with your interactions
✅ Quick Win: Create your Coaching Plan
Meet with your team leader to discuss your OI performance and insights, review interactions and set short-term goals.
Important Note: If you are new to the organization and have just started handling calls, chats, or emails, OI will need a couple of weeks to gather and analyze your interactions before generating your performance metrics.
Week 2: Coaching Plan Reviews
Goal: Use your coaching plan to track your interactions and adjust appoach as needed
✅ Track Progress and Make Adjustments
Log into OI to track and review interactions and how you are progressing towards your coaching plan goal.
How are your results from the previous week?
Make adjustments to things like tone, pace, and word choice to improve metrics.
Did your agent effectiveness scores improve?
Were you able to effect AHT?
Were your interactions resolved more smoothly?
Week 3: Continue to track progress
Goal: Use your Agent Dashboard to check on progress. Leverage your manager to get additional support and feedback.
✅ Analyze Your Best & Worst Interactions
Compare insights from your most successful and most challenging interactions.
Identify what made a positive difference and where improvements are needed.
✅ Develop New Strategies for Handling Tough Situations
Learn how top-performing agents hit their KPIs and how they handle difficult interactions
Share insights with team leader and teammates. What strategies work best for you.
What additional support do you need from your team lead?
Week 4: Performance Optimization
Goal: Make self-improvement a habit and optimize performance long-term.
✅ Coaching Plans into a Routine
Compare your Week 1 vs. Week 4 performance data.
Conduct weekly self-assessments to track progress.
Identify the biggest improvements and set new goals for ongoing success through new coaching plans.
Next Steps
Continue using OI for ongoing self-coaching.
Attend weekly coaching sessions with your team leader.
Leverage OI insights to refine your long-term customer service skills to hit team goals