Which actions can a supervisor take to drive greater consistency in case resolution times among agents?

The choice of documenting and sharing the practices of Agent A via knowledge articles is an effective way to drive greater consistency in case resolution times among agents. By codifying the successful techniques or processes utilized by Agent A, this approach allows other agents access to proven strategies that have led to efficient resolution times. Knowledge articles can serve as a reference for all team members, promoting best practices and helping to raise the overall standard of service across the team.

This method ensures that the valuable insights and methods of high-performing agents are not lost but rather leveraged to enhance the skill set of the entire team. By providing a structured means of documentation and dissemination, the supervisor can create a more uniform approach to case management that benefits all agents and ultimately improves overall customer service efficiency.

In contrast, lowering the target for the entire team to match that of Agent A might not foster improvement, as it may not encourage agents to strive for higher performance. Building a dashboard to display individual performance could facilitate accountability and motivation, but it does not provide actionable insights or share best practices. Lastly, updating case assignment rules to route more cases to Agent A may lead to an unequal distribution of workload and fail to uplift the performance of other agents, undermining the goal of consistency across the entire team.