A regular review of service conversations helps to ensure sustainable service quality.
The e-coach offers a monitoring method for this: quality standards are recorded using an evaluation form, automatically analyzed and the results sent directly to the user.
Inhalt:
create a new Session
After selecting the user, an overview of recent sessions is displayed.
Within the session details, previously conducted monitoring sessions can be reviewed and used to prepare for coaching.
Create a session is necessary before initiating a new monitoring.
Template
After selecting the project, the appropriate template is defined.
The template serves as a protocol for documenting the monitoring process.
It is made up of questions (1) that are reviewed during the service interaction. If a question is not applicable, it can be excluded from the evaluation (2). The selected answer determines the score for each question(3).
Once all questions have been answered, E-Coach calculates an overall score.
This score is based on the results of all questions and is expressed as a percentage.
A score of 100% indicates that all service standards were fully met during the interaction.
Once the evaluation is complete, general comments about the interaction can be added.
These comments are shared with the respective user along with the results and question details, and are visible in the userdashboard.
close Session
Within a session, any number of monitorings can be recorded for the same user.
Alternatively, the session can be saved after a single monitoring and continued later during coaching preparation.
Once a session is completed, the results of all included monitorings are combined into an overall outcome.
E-Coach provides an overview of focus areas that indicate where further action may be beneficial.
If multiple sessions exist, the questions with the lowest average scores are displayed here.
The session can either be saved or marked for coaching.
Once a session is marked for coaching, the coaching preparation can begin immediately.
check monitoring
Once the desired user has been selected, an overview of all recorded sessions for that user becomes available.
All monitorings linked to the user's assigned projects are displayed.
You can see the time period in which each monitoring took place, as well as the number of monitorings within a session.