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SupportLogic Aims To Improve Support Staff Retention With New Agent Coaching And Evaluation Application

Rachael Espaillat

‘Our original platform is going to sit on top of the CRM system, and it’s going to extract all that unstructured data from inside the ticketing system. And then, it’s a matter of using our AI and machine learning, the natural language processing to make sense of all these things,’ says channel chief and director of global channels and alliances at SupportLogic.

As companies continue to look at ways to overcome the “Great Resignation” and the talent skills gap, SupportLogic, a San jose, Calif. company that CRN named one of the 10 hottest AI startups of 2021, developed a new product to help with both. It’s called ‘agent coaching and evaluation,’ also known as ACE. In a CRN interview, the company’s channel chief, and director of global channels and alliances, Dave Feliu explained how the product works.

“It‘s going to be a module within our existing SupportLogic SX platform. And what it’s going to do is streamline the whole case review process. It’ll enable a support manager to identify, and mentor based on the most relevant cases in real time,” said Dave Feliu, channel chief and director of global channels and alliances at SupportLogic.

ACE brings real-time coaching to life as it sifts through all of the user’s cases, reviews them and picks out a variety of positive, negative and neutral interactions.

“Our original platform is going to sit on top of the CRM system, and it‘s going to extract all that unstructured data from inside the ticketing system. And then, it’s a matter of using our AI and machine learning, the natural language processing to make sense of all these things,” Feliu said.

This analysis of unstructured data helps partners internally and externally.

“I‘m very excited about using it because I can see the usefulness in our various operations centers across the globe… There are two things really. One is that it analyzes 100 percent of all the customer support interactions, which is extremely important to get a very well-rounded view of what’s going on. The other piece is to act as a coach for agents so that you can instruct them and have them deliver better customer support to their customers,” said Hal Kalechofsky, VP of client value solutions at Genpact.

The new feature set saves partners and clients from what used to be a manual and time-consuming task and it benefits the workforce.

“Having this automation using AI and machine learning is key for two reasons. It‘s going to help with customer satisfaction and it’s going to help with agent retention… Everyone knows there‘s a huge churn rate in the industry, the great resignation, and all. By better coaching your agents on the support side, they’re going to be happier about their jobs,” Feliu said.

“It’s very important to get the best metrics on our customer support interactions and use that to be able to train people to do better. And I think it also helps people feel more fulfilled in their jobs,” Kalechofsky said.

SupportLogic says ACE includes sample rubrics and a simple tool for creating and deploying

case evaluation rubrics and provides managers with an “agent scorecard” to track

agent progress and to provide continuous coaching and agent quality monitoring.

“This was kind of the natural transition, to move from the things that we were doing really well and now adopt this because it was a necessity,” Feliu said.

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Rachael Espaillat

Rachael Espaillat is a multimedia journalist who joined CRNtv in December 2021. She interviews CEOs and other IT experts to deliver stories that matter most to channel partners. She can be reached at respaillat@thechannelcompany.com.

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