real-time-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. Current agent coaching is leading to customer—and agent—turnover. Cut onboarding times in half. Get Your Copy Now.
CCNG
JANUARY 10, 2024
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. The supervisor that coaches the agent will listen to that same call and will check for accuracy in the information that the agent offers to the customer.
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Integrity Solutions
APRIL 23, 2024
High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. The real-time drama unfolds as teams select what they consider to be the best 256 college football prospects over a three-day period.
CCNG
MARCH 30, 2022
Here’s how it works Each time the supervisor completed a pre-determined management task, the manager would click a button, and a green light would appear on the software platform. Coach the agent for 20 minutes – check off the box and get the green dot. The supervisor goes on, “So I’ll send this to you in the coaching form.
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. Streamlining agent evaluations with real-time dashboards.
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.
CCNG
FEBRUARY 14, 2024
In all my organizations, I realized that no matter where the knowledge was located, it was always frustrating for agents to find information quickly, read through it, and get the answer or process for a customer without putting the customer on hold, in some cases multiple times. All my employees were full-time back then.
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Real-time agent assist technology is enabling leading contact centers to accomplish these goals. Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience.
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. Streamlining agent evaluations with real-time dashboards.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
But Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress.
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