Agent Ranking Features
LiveAgent's Agent Ranking feature enables customer feedback on support interactions, helping identify negative trends and reward top agents. Try it free to enha...
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Agent Ranking
Performance Management
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What is Agent Ranking?
Avoid delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. Identify negative trends in your customer support and act accordingly. Leverage the “Ranking” feature of LiveAgent.
How Customer Feedback Works
Your customers can provide feedback about their support experience by rating their communication with a customer representative. Allow your customers to rate Agent’s Chat and Email responses.
This simple yet powerful mechanism gives you direct insight into how your customers perceive the quality of support they receive, enabling you to make informed decisions about agent performance and training.
Agent Ranking Overview Report
LiveAgent help desk support software offers a report of rewarded and rebuked agents with customers’ comments. You can export the report to a CSV file.
By learning more about your agents, you can reward your best agents and support those that are underachieving at the moment. Identify negative trends in your customer support and act accordingly. Leverage the “Ranking” feature of LiveAgent.
Key Benefits of Agent Ranking
- Identify Top Performers - Recognize and reward your best agents based on customer feedback
- Spot Negative Trends - Quickly identify areas where support quality is declining
- Data-Driven Decisions - Make informed choices about training, incentives, and team management
- Exportable Reports - Export ranking data to CSV for detailed analysis and record-keeping
- Improve Service Quality - Use customer feedback to continuously improve your support processes
- Boost Team Morale - Recognize excellent performance and provide constructive feedback
- Customer Satisfaction - Directly correlate agent performance with customer satisfaction metrics
Why Agent Ranking Matters
In today’s competitive business environment, customer satisfaction is paramount. By implementing Agent Ranking, you gain valuable insights into:
- Agent Performance - Understand how customers perceive each agent’s performance
- Training Needs - Identify specific areas where agents need additional training or support
- Quality Assurance - Maintain consistent service quality across your support team
- Accountability - Create a transparent system where performance is measured and recognized
- Continuous Improvement - Use feedback to drive ongoing enhancements to your support processes
Knowledge base resources
Need more help with Agent Ranking? Check out these detailed guides: Agents Ranking feature
