In customer service, your business's success relies on your team's continuous improvement. Often, teams struggle to understand how a business identifies training needs and how this process can be made faster.
Conventional coaching and quality assurance (QA) techniques produce limited data and delayed feedback. Managers can only guess where performance is slipping, resulting in inefficient and ineffective training.
At Systems X, we know that success isn't built on guesswork: it's built on insight. That’s why we created Sense, our AI-powered customer service platform that helps businesses identify training needs faster and more accurately than ever.
In this blog, we'll delve into the common problems you'll face with traditional training identification techniques and the 5 core ways using Sense will streamline and increase the effectiveness of your training.
The Problems with Traditional Training Identification
The traditional approach of manual QA and one-size-fits-all training no longer works in today's fast-paced environment, where every interaction counts.
The key problems with using traditional QA systems include limited visibility, delayed feedback, inconsistent evaluation and generic training.
Here are the main problems you'll face using traditional training identification systems:
Limited Visibility: The typical QA process audits less than 2% of interactions. That means 98% of customer interactions are never analysed, hiding valuable insights and repeating patterns of poor performance.
Delayed Feedback: It takes a manager valuable time to review a call, provide feedback and schedule training. This manual process results in delayed feedback, where the moment for change has already passed. Agents have repeated the same mistake numerous times before they've even received any feedback.
Inconsistent Evaluation: Human bias is often a factor. Two people may score the same call differently, confusing agents, weakening accountability, and undermining confidence in the QA process.
Generic Training Programmes: When your insights are vague, training becomes generic. Managers aren't able to organise training programmes that address specific gaps. Time is wasted, and improvement stalls.
5 Ways Sense Helps Businesses Identify Training Needs Faster
Here are the 5 core ways Sense can help you identify your business's training needs faster:
1. 100% Coverage with Automated QA
As traditional QA only covers a small percentage of your interactions, we ensured that Sense analyses 100% of your calls, chats, and messages automatically. Through advanced AI transcription and evaluation, every interaction is scored, tracked, and stored, giving you a complete and unbiased view of performance across your business.
The total visibility you have access to removes any guesswork regarding which agents need coaching and where there are missed opportunities for training; your data tells you everything.
Sense eliminates surprises by showing you the trends forming before they impact your customers. Performance management shifts from a guessing game into a data-driven science.
2. Custom Scoring Metrics That Reflect Your Business
Every business's definition of 'great service' is distinct. That’s why Sense gives you full control over how calls are scored. You can build, edit, and refine your QA metrics to match your goals, culture, and customer expectations at any time.
Let's say you're interested in measuring empathy and rapport; you can go beyond generic QA and devise your own key performance indicators. Sense’s AI-to-AI assistance can help you design effective metrics through guided questioning, ensuring you capture exactly what success looks like in your context.
As your business evolves, so can your metrics. This flexibility guarantees you're always measuring what matters most and scheduling relevant training, resulting in faster improvements and a higher return on investment from every session.
3. Real-Time Alerts and Instant Feedback
With manual analysis, it may take days or even weeks for an agent to hear about a mistake. At this stage, the mistake has likely become a repeated occurrence.
Sense eliminates that lag. You can set custom alert conditions to notify via Teams, Email or Discord so you know when an agent’s average score dips below a threshold or when certain keywords, such as 'cancel, appear too often.
A core feature of Sense is its real-time alerts, allowing managers to receive real-time alerts on any metrics specified.
Instant feedback allows your agents to continuously improve, boosts accountability, and prevents small issues from turning into patterns.
If you'd like to try out Sense for yourself, schedule a demo today to discover how it can streamline your process of identifying training needs.
4. Detailed, Multi-Dimensional Reporting
Sense's report doesn't just present scores; it reveals the story behind them.
The types of data you'll be able to see include:
Agent Trends: Who’s improving, who’s plateauing and who needs targeted coaching.
Metric-Level Detail: Which skills, such as listening, are affecting overall performance?
Keyword and Topic Insights: Discover the language customers use most, or the topics that trigger low sentiment.
Talk-Time Analysis: Understand indicators of confidence and control, such as silence ratios, filler words, and interruptions.
Heatmaps: Visualise correlations between duration, scores, and customer outcomes.
This multi-dimensional reporting style helps you identify root causes, not just symptoms. You’ll know why an agent struggles and exactly what training will fix it.
5. Sense Assist
While most performance tools focus solely on managers, Sense is designed to directly support your agents. Through Sense Assist, agents are provided with instant guidance, insights, and structure as they work, turning every customer interaction into an opportunity to improve.
This eliminates the need for your agents to wait for post-call reviews or monthly coaching sessions to receive feedback. Sense Assist displays instant, contextualised performance feedback at the end of every call, highlighting what went well and what could be improved.
Sense Assist helps agents efficiently find answers during customer interactions and provides detailed feedback after each call.
Sense Assist doesn't only help your agents after a call has ended, it acts as a real-time partner during every customer interaction. With Sense Ask, agents can instantly access accurate information from your company’s documents, FAQs, and training materials while they’re still speaking to the customer.
This means your team never has to guess or improvise under pressure. Whether it’s confirming a policy, explaining a product detail, or handling an exception, Sense Ask ensures every response is consistent, compliant, and confidently delivered.
See Sense in Action
Every business wants its teams to perform at their best, but performance improves only when training is targeted, data-driven, and delivered at the right time.
With 100% interaction analysis, custom metrics, real-time alerts, advanced reporting, and agent-assist tools, Sense empowers managers to identify training needs more efficiently.
If you’re ready to see how System X's Sense can transform your QA, coaching, and performance, schedule a demo today and discover what intelligent performance management really looks like.
