What do you like best?
Since we have joined in with Observe Ai, we have seen a tremendous decrease in rebuttals from agents. I also appreciate that it has the capabilities to add coaching notes. There is nothing like being able to go in and verify that your team leads did actually have a conversation with the agent. I appreciate their adaptability as well. For example, there is a function where you can notate the agents' action plan, which will be a great tool to hold the agents accountable for what they promised they would work on. Observe Ai is in the process of tweaking the system to where the agents themselves enter the information under the action plan. This makes it better by eliminating the He says she says of the notes that were entered.
Another plus is that the agents that are really serious about their self-improvement can see and review their calls at any time. They can listen to them randomly or they can look at their scorecard which gives them an overview of how they are performing in certain moments or categories. they can select that bucker/ moment and it will pull up all of the calls that fit that category for them to listen to and review. I was a skeptic at first, but the more I use the tool the more I fall in love with it.
This tool has so many other functions that I can't wait to explore. It is really user-friendly as well. Tobe transparent there are some things that need to be perfected a bit more, but I can appreciate that they are ready and available to make it work as we need it to. Lisa Chong is our Rep and she is awesome. Great personality and always a joy to meet with.
What do you dislike?
I would not say that I have many dislikes as of now. Anything that we question, they are on it immediately to make it work. The transcription bot or device is learning more and more every time we use the tool. In other words, it is adapting.
What problems are you solving with the product? What benefits have you realized?
I may have mentioned everything in the first question.
- Getting more scoring of calls done with a smaller team.
- Giving the Trainers the access to be able to listen and score some training calls before the agents are scored by the actual QC Team.
- This in turn gives them a chance to know what they need to work on ahead of time.
- Holding Team Leads accountable by actually going in to see if they are actually coaching the agents.
- Holding agents more accountable, to review their own calls a improve.
