In customer service—just like in any other service-oriented field—conducting quality checks and implementing improvements is standard practice.
The E-Coach supports this process by offering a set of helpful tools.
For users, it primarily provides a clear overview, bringing greater transparency to the process.
Monitorings
Monitoring is a method for evaluating service quality.
To support this, the E-Coach includes a monitoring form tailored to each project, containing project-specific quality standards. Each project has its own template, which assesses defined criteria such as appropriate language use and proper documentation.
For example:
The monitoring form assesses criteria such as appropriate language and accurate documentation.
Once a monitoring form has been completed by the coach, a summary is automatically sent to the user dashboard and made available there.
Coaching
Coaching is a structured method designed to support employees in their professional and personal development.
It is typically based on one or more previously conducted monitoring sessions. If a need is identified during monitoring, a coaching session can be created and scheduled right away.
All planned coaching sessions are visible in the user-dashboard.