AI: Your Best Ally for Coaching and Mentoring Sessions
ChatGPT Plus
- From Coaching: Uses powerful questions and reflective techniques to help individuals explore their own ideas, set goals, and make decisions independently.
- From Mentoring: Provides experience and specific advice when needed, offering guidance grounded in practical knowledge.
Supporting Supervisors and Analysts in a Contact Center with Artificial Intelligence tools to analyze calls can be a powerful strategy to boost agent performance.
What AI Brings to Enhance Coaching Sessions
Purposes: Identify the main objective of the call (inquiry, complaint, purchase).
Tags: Classify interactions based on topics or keywords (“technical issues,” “follow-up,” “information request”).
Categories: Segment calls by customer type, product, or issue for more precise analysis.
Sentiments: Detect customer emotions (positive, neutral, negative) and gauge the agent’s emotional response.
With all the metadata in Brumby, we create Dashboards with KPIs & Drivers for each agent or team, highlighting critical conversations where the mentor-coach can step in.
How to Use the Information for Mentor-Coaching
Personalized Feedback: Analyze each agent’s strengths and areas for improvement using concrete data from all calls, not just a small sample.
Data-Driven Sessions: Review interaction examples with AI support, such as audio snippets highlighting tags and detected sentiments.
Continuous Learning Models: Leverage AI to spot common team patterns and design group workshops based on real-life cases.
Supervisors and analysts will maximize their impact by saving time on manual call analysis, thanks to accurate, data-driven insights. This enables them to conduct more effective sessions focused on key areas, accelerating agent development and significantly enhancing the customer experience.
