This article will walk you through the steps needed to manage and customize soft skills for effective training and performance assessment.
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Step-by-Step Guide
1. Accessing the Soft Skills Menu
- Within Smart Role, go to the Soft Skills menu on the left side.
- Here, you will see a list of default soft skills already added to the system.
2. Enabling or Disabling Soft Skills
- You can enable or disable any of the default skills based on your training needs. For example:
- Empathy: Check if the agent is showing empathy towards the customer.
- Resource Utilization: Evaluate how accurately the agent uses FAQs or internal guidelines.
- If certain skills are not relevant, you can disable them to tailor the evaluation process. Disabled skills will not be checked during agent simulations.
3. Creating Custom Soft Skills
- Click on Add to create custom soft skills.
- Provide a name and description for the skill. For instance, if you want to create a skill for maintaining a specific tone of voice, you could define it as:
- Tone of Voice: Measure the agent’s ability to maintain a warm yet professional tone. Ensure messages are clear, use characters rigorously, and employ emojis sparingly.
- Specify factors that will guide the system in evaluating the skill. For example:
- Warmth: How well the agent reassures the client.
- Clarity: Ensuring the message is easy to understand.
- Professionalism: Maintaining a professional demeanor.
4. Implementing Custom Skills
- Once you have defined and described your custom skill, save it.
- Enable the new skill to ensure it is included in future performance evaluations and coaching sessions.
Example
To illustrate, let’s create a custom soft skill for Tone of Voice:
- Name: Tone of Voice
- Description: Measure the agent’s ability to maintain a warm yet professional tone, ensure messages are easy to understand, use characters rigorously, and employ emojis sparingly.
- Factors:
- Warmth: Reassure the client.
- Clarity: Make the message easy to understand.
- Professionalism: Maintain a professional tone.
This new skill will now be part of the evaluation process, providing detailed feedback and coaching to improve agent performance.
Using soft skills in Smart Role to evaluate agent performance is straightforward and highly customizable. By following this guide, you can set up and manage soft skills that align with your company’s standards and training objectives.
For further assistance, please reach out to our support team.