Stella Connect will give your team leaders and executives unmatched visibility into agent performance, as well as actionable insights that will constantly improve service delivery.
Keep a Real-Time Pulse on Agent Performance
Imagine a world where your team leaders can get a constant flow of real-time performance insights on each of the agents they manage throughout the day, and then the tools they need to turn those insights into action.
Drive Agent Success Through In-The-Moment Coaching
Team leaders can use agent-level performance insights to reinforce positive behavior and immediately course-correct team members after interactions that could have been handled better. Configurable alerts mean team leaders will never miss negative feedback, even when they're on the go.
Run More Effective 1:1 Meetings
Performance dashboards will totally change the dynamic of 1:1 meetings between team leaders and agents. Meetings will become more specific and action-oriented, and the transparency will make agents more receptive to feedback.
Set and Track Goals
With Stella Connect, your team leaders will have a central place to record notes from 1:1 meetings with agents and then set goals for the week ahead. Email summaries triggered through the platform will ensure there is no confusion on priorities and action plans. Tasks can be marked as complete between meetings giving a clear view of progress and spotlighting areas where additional coaching may be required.
Supercharge Your QA Program
One size should not fit all when it comes to QA. Now your QA team can easily see the bottom performing agents across service channels and focus reviews where they’re needed the most. Agent level dashboards will then enable your QA team to spotlight the individual interactions to review. This more focused approach will streamline your QA program and deliver reviews your agents trust and act on.
Make Things Right With Customers After Negative Interactions
Subpar service interactions happen, but with a service recovery workflow that plugs directly into your CRM system, your team leaders can now make things right with disappointed customers. Follow-up feedback requests will enable you to measure changes in customer sentiment.
Empower Your Team Leaders to do What They do Best. Even Better.
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