SHA Knowledge Management boosts your CS superpowers by adding Coaching features

Level up your coaching sessions and unlock the superpowers of SHA’s integrated coaching features.

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For those who, like us, believe that coaching is the secret sauce to fix Customer Service operations, SHA swoops in to save the day!

Say goodbye to:

    • Quality issues like an increase in repeated calls rate.
    • Customer experience issues like incorrect or incomplete solutions.
    • Productivity issues like call duration drifts.

    With SHA, you’ll become the superhero of knowledge management, creating improvement plans for KB users and saving the world from content chaos.

    Training and coaching are your trusty sidekicks, helping you close the loop and conquer any challenge. Let’s dive into a (not so) imaginary business case and unleash your coaching superpowers!

    Meet Peter Tek, the rookie contact center agent fresh out of onboarding training.

    Armed with a technical background, Peter has been assigned to the prestigious technical team.

    However, trouble lurks in the shadows as his quality coach has detected some chinks in his armor while listening to a few calls.

    The coach has also taken a peek at Peter’s SHA Knowledge Base usage and confirmed that Peter needs to pay more attention to administrative policies instead of relying solely on his technical prowess.

    Brace yourselves for the shocking revelations from Peter’s SHA KB usage reporting:

    • Stellar follow-up on tech training.
    • Lackluster usage of the KB for policy content.
    • And a disappointing performance in policy update training.
    Image by vectorjuice on Freepik

    But wait, there’s more!

    During the coach’s undercover mission of call monitoring, they stumbled upon a few calls that seemed to last longer than a Marvel movie.

    Why, you ask? Peter’s hesitation with administrative details left callers hanging, resulting in a second call for help.

    Fear not, for the coach has prepared a top-secret coaching session form integrated in SHA. This form will be shared with Peter, outlining the good, the bad, and the ugly, and setting the stage for improvement.

     And here’s the cherry on top: the coach can sprinkle some magic training articles into Peter’s curriculum using the “push” feature.

    Witness the wonders of SHA’s short training modules in a previous publication and get ready to save the day!

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