Many will judge your brand based on their first engagement with care agents, who are in that very vital moment, the face of the brand. Utilizing and understanding the strengths and shortcomings of agents couldn’t be more critical in this environment, but how do you pinpoint through metrics where adjustments are needed? A common concern to acknowledge is cherry-picking, which is essentially claiming requests in a less productive order.
Cherry-picking can be harmful to both the agent and the brand itself
Like most things, cherry-picking can be beneficial in increments with examples like ramp-ups, highly technical requests, or rest intervals to avoid burnout. Habitual use of this action is where managers should be concerned and consider making adjustments. It severely dampens the growth of the agent and could give the customer a false sense of neglect from the brand itself.
How to spot signs of chronic cherry-picking?
Khoros Care comes equipped with a collection of different widgets to measure agent performance; here are a few quick metrics to consider when recognizing cherry-picking.
Tips to prevent, avoid or curve cherry-picking
Every brand has its own unique cases when it comes to how to approach cherry-picking.
Tell us about your approach or ask the community about how you could utilize Care Analytics.
Need some more info on using Care Analytics? Check out these resources.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.