AGENT PERFORMANCE & COACHING
Bring out the best in every agent
Quickly add relevant interactions with coaching opportunities to upcoming session agenda, helping agents connect past actions to meaningful behavior changes. Use evidence-backed recommendations to guide conversations between agents and coaches, making sessions more effective and results more consistent.
Proven impact across 350+ enterprises
23%
reduction in AHT
10%
uplift in conversions
13%
increase in revenue
97%
improvement in compliance monitoring
Experience the impact across your contact center
Drive More Sales
Leverage performance metrics, call reviews, and QA forms to provide feedback and improve selling skills for agents and teams.
Reduce Compliance Risk
Protect your agents’ licenses and certificates by coaching for non-compliant behavior.
Improve Customer Experience
Build accountability and alignment with constructive, evidence-based feedback and progress/commitment tracking.
Increase Operational Efficiency
Refine coaching strategies and replicate successful interventions by continuously monitoring performance and pinpointing specific interactions.
Team dashboard
Give supervisors a centralized place with a comprehensive view of the team’s performance, trends, historical data, and more. Leverage filters to zero in on data for a focused analysis.
Coaching session form
Quickly add relevant interactions to upcoming coaching sessions, helping agents reference past actions and tie to meaningful changes. Use evidence-backed recommendations to guide agent conversations, making sessions effective with greater results.
Agent overview
Gain detailed insight into your agents’ KPIs to deliver tailored coaching based on each individual's evaluation scores, interaction history, strengths and weaknesses, and more.
Coaching Acknowledgement
Provide agents an avenue to acknowledge feedback so they stay engaged and accountable. Allow them to share their perspective, encouraging open, two-way communication. Gain full visibility into agent progress to track improvements and support lasting change.
POST-INTERACTION AI ECOSYSTEM
Maximize post-interaction impact
Accelerate complex, manual QA
Surface key moments in conversations so you can focus on relevant information to complete your evaluations five times faster.
Discover Manual QAAuto QA
Evaluate 100% of all interactions with AI-powered, contextual, and evidence-based auto-filled forms.
Discover auto QA
Screen Recording
Get the complete picture of an interaction with full visibility into the agent's desktop.
Discover screen recordingInsights
Access actionable insights in every conversation to move fast and stay ahead.
What They Say
Proven technology trusted by 350+ customers
Resources
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