real-time-agent-coaching 
Uniphore
JANUARY 24, 2022
Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Agent Engagement Matters. Current agent coaching is leading to customer—and agent—turnover.
CCNG
JANUARY 10, 2024
Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. Mitigating Risk Mitigating risk is a top priority for leaders today since class action lawsuits are a real possibility when there is a problem with a product or service.
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CCNG
FEBRUARY 14, 2024
All the companies I worked for had a way for agents to find information and follow processes. This knowledge can be in a SharePoint site or in a software solution with a depository of articles and a search bar for the agents to put in keywords. Others utilize notebooks and sticky notes for agents to reference.
CCNG
MARCH 30, 2022
Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. The typical cadence Say hello to the agent at the beginning of their shift – check off the box and get the green dot. The result?
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Monitoring calls for trends and KPIs in real-time.
24-7 InTouch
MARCH 27, 2024
What if, instead of coaching associates on their past mistakes, you could prevent those mistakes in real time? Introducing Sidd, Laivly’s virtual real-time AI assistant that guides associates through complex processes with best actions to take, checklists, and automated approvals.
ShepHyken
DECEMBER 10, 2019
They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”. This leads to agents experiencing cognitive overload and “compassion fatigue.”.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Monitoring calls for trends and KPIs in real-time.
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