Stella Connect makes it easy to launch QA reviews off actual customer feedback. This approach streamlines QA by providing a more representative sample of interactions.
Sharing QA reviews with agents is more impactful when done immediately. With Stella Connect, team leaders can view a real-time list of interactions and instantly launch a review.
Linking QA reviews to customer feedback highlights any disconnects between internal quality measures and the way customers rate performance. This visibility enables you to evolve and enhance what quality means to your organization.
There are certain interactions that don’t warrant full reviews, but still offer valuable coaching opportunities. With Stella Connect, team leaders can add annotations to specific aspects of an interaction without launching a full review.
Too often, QA reviews are shared with no real action plan. With Stella Connect, team leaders can add action items that appear in individual agent feedback streams, so they stay top of mind throughout the day.
“With Stella Connect, supervisors can readily identify coaching opportunities throughout the day, focus on specific ‘Areas of Improvement’ in QA reviews, and provide timely, actionable coaching where it’s needed most.”