I manage a support team and I’m starting to think our biggest problem isn’t call volume. It’s that I have no realistic way to know what’s happening across most of our calls. We handle enough conversations that managers and QA can only listen to a small sample. We score some calls. Pull a few bad ones for coaching. Look at AHT and CSAT. Then try to work backwards and figure out what happened. Meanwhile we have thousands of conversations telling us where customers get stuck and which agents handle those situations well. Most of that data just sits there because nobody has time to review it. The performance gap between agents makes this worse.
You have a few reps who seem to know exactly what to say. Then newer reps are searching the knowledge base while the customer waits or asking senior agents the same questions. I used to see that as a training problem. Now I’m wondering if it’s more of a systems problem. We keep giving people more docs and more training. But none of that helps much when an agent needs the right answer during a live call. Im currently ooking at platforms that combine conversation intelligence with real time agent assist and automated QA. Cresta is one that keeps coming up. Sincerely this is getting really tiring. And has real-time agent assistance made a noticeable difference to things like AHT and ramp time?