Real-time agent coaching is a new way to empower your agents to be successful, help them be more productive and effective faster, reduce their stress and anxiety, and improve not only their experience but that of customers as well. Because we all know that a great customer experience begins with a great agent experience.
Being a customer service agent has never been an easy job, but today’s agents face more frustrating and stressful challenges than ever:
The average customer-service representative between the age of 20 and 34 stays on the job for just over one year, according to the United States Bureau of Labor Statistics. It’s no wonder that call center turnover rates in many areas have reached untenable levels, with average turnover rates as high as 45% — which is at least twice the average turnover in other departments.
Watch Eric Scipio Del Campo explain the inner workings of contact centers in Season 2, Episode 6:
Coaching has been an important part of call center success for as long as call centers have existed. But human coaching has its limits. Large organizations, higher call volume, more complex issues, rapid change, and remote work models — nearly everything about today’s call center environment means that human coaches can’t possibly help every agent at the right point in time to make a real difference.
It’s no wonder current coaching methods no longer deliver the kind of measurable results companies expect. And it’s no wonder that agents are more frustrated than ever. With coaches only able to listen to or review an extremely small number of interactions, they’re far more likely to:
We know that coaching that is timely, targeted, actionable, and objective helps agents improve their performance, deliver a better customer experience, and reduce their stress for a better agent experience. We also know that human supervisors and coaches can’t possibly monitor every interaction in real time, instantly ascertain the customer’s emotions and intent to help the agent understand them and respond appropriately, or offer every agent specific guidance in real time to help them resolve customer issues quickly.
However, machines can do all this and more, and they can do so in real time. A conversational artificial intelligence (AI) platform can offer real-time agent coaching at scale — with incredible accuracy and effectiveness — to help agents with objective, actionable guidance during every interaction.
Source: “Here’s What Happens When You Focus on Employees to Better Serve Your Customers,” Brian Solis, Harvard Business Review, August 2021
Real-time agent coaching empowers agents with specific insight, automation, and guidance during the interaction with the customer. It helps every agent become your best agent by guiding them on how to resolve the issue, providing them with next best actions, and automating tasks based on real-time recognition of customer needs and emotions. Using conversational AI to recognize and automate tasks both during and after the call prevents mistakes from happening in the first place and frees up agents to focus on the conversation.
Unlike human coaching, real-time agent coaching using conversational AI helps agents in every interaction, providing specific guidance based on understanding of the conversation, predictive analysis, and recognition of customer (and agent) emotion, customer sentiment, and intent.
Here’s an example: A customer calls about an unusually high account balance. The conversational AI identifies that the customer is frustrated and the real-time agent coaching solution suggests the next best action of waiving the annual administrative fee. The agent can click the offer to instantly resolve the issue for the customer.
Call centers that invest in empowering their agents with real-time coaching are seeing measurable and sustainable improvements in the metrics that matter, from agent retention to customer satisfaction, ramp-up and training time to improved conversions.
Real-time agent coaching is powered by call center-specific conversational AI that recognizes and comprehends human language and uses this understanding to optimize, automate, and analyze conversations in and across multiple channels. With this ability to understand human-to-human conversations, advanced conversational AI platforms can recognize and analyze human emotion and sentiment and predict intent with a high degree of accuracy.
Legacy call center solutions were never created to understand and optimize human-to-human conversations. Only a conversational AI platform specifically designed for call centers can do that.
That’s why you need a platform built around advanced conversational AI to enable real-time agent coaching. That platform needs to include:
Agent experience and retention are critical issues for call centers. Real-time agent coaching can help you keep agents from leaving by improving their experience and reducing their stress and anxiety. Every agent can become your best agent when the help and guidance they receive is immediate, accurate, precise, and actionable.
Only a conversational AI-powered solution can do that at scale. In fact, by automating the difficult job of coaching every agent, it can free up your supervisors and managers to focus on your people and other ways to improve the agent experience.
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