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Real-time agent coaching empowers your agents to be successful. With increased productivity, reduced stress and anxiety and an improved work experience, the right agent coaching can simultaneously drive both increased revenue outcomes and employee satisfaction and retention.
Effective call-center coaching is timely, targeted, actionable and objective. A conversational artificial intelligence (AI) platform can offer real-time agent coaching at scale to help with clear line-of-sight coaching during every interaction. A well-coached agent provides a better experience for customers by putting to practice empathy techniques and skills designed to reduce on-hold times.
Agent coaching allows agents to learn new skills, receive constructive feedback and improve performance. The automation of coaching provides data regarding an agent’s areas of opportunity and allows a supervisor to customize 1:1 meetings based on data and projected outcomes.
The utilization of effective agent coaching ensures employee retention and increased satisfaction.