Areas of Excellence & Areas of Improvement
Customer feedback after support interactions are full of useful information, but what if there was the option to make that feedback more quantifiable, and in turn, more actionable? At Stella Connect, we believe that agents are empowered when they can track customer sentiment after their interactions and begin to find patterns in their performance. That's why we built Areas of Excellence and Areas of Improvement, allowing customers to pinpoint what an agent did well or what they could've done better in a standardized fashion.
Customizing Areas of Excellence
To enable Areas of Excellence and customize the AOE available for your customers to choose from after they provide a positive survey response, click the gear icon in the upper right-hand corner of Stella Connect and click the Rewards/Areas of Excellence tile. You'll need to select Areas of Excellence from the dropdown menu at the top of the page. Currently, you can only use one of either Areas of Excellence or Rewards, not both.
Next, you'll simply drag and drop the six Areas of Excellence you'd like to provide as options for your customers. It's important to think about how the AOE you choose will work for your team -- do they align with performance metrics and goals your team are measured to?
Note: If you'd like to use an Area of Excellence that is not available in the list we provide for you, please reach out to your Stella Connect CSM who will help to get a custom AOE added for you!
Customizing Areas of Improvement
Just like Areas of Excellence, you'll want to ensure that the Areas of Improvement you select align with your team's goals and are easily coached to.
To customize your Areas of Improvement, click the gear icon in the upper right-hand corner of Stella Connect and click on the Areas of Improvement tile. Now, simply drag and drop the AOI you'd like to use into the top six.
Note: If you'd like to use an Area of Improvement that is not available in the list we provide for you, please reach out to your Stella Connect CSM who will help to get a custom AOI added for you!
Reviewing Areas of Improvement & Areas of Excellence Provided in Survey Responses
Once you've implemented Areas of Excellence and Areas of Improvement, you can see the AOE or AOI selected as part of a survey response on your Stream, when applicable.