Improve agent performance through personalized coaching
Uplevel coaching outcomes with data-backed insights on how to replicate behaviors proven to enhance the agent and customer journey
Uplevel coaching outcomes with data-backed insights on how to replicate behaviors proven to enhance the agent and customer journey
Better target coaching by having visibility into the exact procedures, knowledge gaps, and tech that are holding agents back
Empower agents to send questions, offer feedback, or report bugs to their managers with automatically attached video clips
Identify which behaviors make top performers successful and then share these best practice behaviors with the rest of the team
Create better training materials for agents by identifying the most common knowledge gaps and areas where SOPs are not followed
Fin’s insights give managers the necessary data to understand the exact challenges that their agents are facing and identify opportunities to improve. The platform can identify which agents can benefit from additional coaching and equip the manager with the specific data to help provide highly personalized coaching.
Use data to objectively identify top talent and recognize their successes. Use best practices from top performers to train the rest of the team to replicate behaviors that drive better outcomes. This helps managers to boost team morale and collaboration across agents.
Fin gives agents the ability to send questions to their managers as they are engaging with a customer. Every annotation automatically attaches the relevant video clips, which gives managers the ability to respond to questions quickly and with the context they need.
Analyze end-to-end workflows to see where the bottlenecks and common pain points lie. With detailed process maps and workflow analysis, you can easily identify the common areas where agents are struggling to understand and where training may be needed.
