Coaching Bundle Introduction – Hi Marley

What is the Coaching Bundle?

Hi Marley’s Coaching Bundle, also known as Coaching, capabilities provide tailored performance insights and AI-driven alerts that empower employees with real-time notifications to improve the customer experience.

What is the value of Coaching?

Our Coaching Bundle has 5 unique and measurable benefits:

1. Employee Productivity

The next best action for employees is clearer than ever with the prioritization of important messages over those that are less urgent.

1. Embedded AI & Analytics

Coaching capabilities fit intuitively into claims, service and underwriting workflows, enhancing training, reducing ramp-up times and encouraging optimal decision making.

2. Actionable Supervisor Insights

With the My Team Dashboard, supervisors and managers can access team metrics and conversational sentiment to identify areas for performance improvements, provide targeted team support, and recognize and celebrate great work.

3. Amplified Voice of the Customer

By prioritizing employee actions, customers enjoy proactive intervention that de-escalates frustration in a supportive, empathetic manner.

4. Lovable Employee Recognition

Positive customer quotes of the day on the spotlight the success of an employee’s hard work, visible to all operators, supervisors and admins, allowing best practices to be identified, celebrated and scaled across teams.

What are the Coaching Bundle's features?

The coaching bundle has two primary features:

My Team Dashboard - Data analytics and insights to guide next-best actions for employees. A data glossary for this feature can be found here.
Message Intelligence - Real-time, AI-enabled notifications to amplify the voice of the customer and alert employees to conversations that need their attention