enable meaningful and targeted coaching
The Zacoustic Fronline Dashboard
Connect Employees and Frontline Leadership with Zacoustic Frontline
Zacoustic Frontline enables supervisors and employees to interact directly relating to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align your employees and supervisors directly with customer perception, providing them with a venue to correct concerns that will bring immediate improvement to your customer experience metrics.
Learn how employees calibrate here.
Zacoustic Frontline pushes critical data directly to the supervisor, enabling meaningful and focused coaching sessions centered on the the most urgent concerns, including:
Pending QA Coaching - When quality analysts complete an evaluation in QA Vision, those evaluations are are immediatley presented to the supervisor with a direct link to the completed evaluation, available best practices, and linkage to the call recording or email/chat transcript.
Pending QA Re-Coach - After an employee receives the QA coaching, the Zacoustic algorithm monitors changes in their performance, and if improvement is not seen, the supervisor receives a Re-Coaching notification. Given that QA Vision focuses on the highest priority concerns for the employee, changed behavior is critical to the overall customer experience goals of the organization, all realized within this automated, closed-loop process.
Team Coach Me - Employees can request ad-hoc coaching from their supervisor through Employee Portal.
Team High Priority Inner Loop - Reconciles those coaching concerns that are within the employees control, but not currently being worked through either the QA coaching or Team Coach Me processes. For more information about the Inner Loop, click here.