To create custom moments for coaching teams and call centres in Empower, follow these steps:
First of all, select a coaching platform or an AI call centre tool like Empower by Ringover that allows you to create custom moments and track their effectiveness.
Log in to your Empower account and go to the settings section and select the “Moments” menu.
Create a new custom moment with the keywords that you think best indicate those parts of the conversation that you should review in order to improve or adapt the work of the agent you are coaching or to detect possible flaws in the speech of a call centre agent.
You can define objectives related to these key moments that you want to highlight in the calls. For example, improve the rate of closing sales, increase customer satisfaction, improve employee retention, etc.
Assign a descriptive name to the custom moment that identifies its use for coaching teams and another for call centre agents.
Save the custom moment configuration.
If you need to coach or train one of your agents, you can include elements such as role-playing exercises, analysis of recorded calls, individualised feedback, training sessions, among others to get the most out of not only the Call Moments functionality but also Ringover’s cloud communication solution.
Track the effectiveness of personalised moments through key metrics and feedback from team members.
Make adjustments as needed to improve results and team engagement.