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.
BlueOcean
DECEMBER 18, 2023
Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. Coaches would get to know the agents on their teams. One percent of one percent… at best.
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InMoment XI
JANUARY 12, 2024
In essence, conversation intelligence involves a multi-step process of data collection, preprocessing, language understanding, sentiment analysis, machine learning, and real-time analytics. Agent Nurturing and Training Conversational intelligence serves as a powerful tool for nurturing and training customer service agents.
BlueOcean
OCTOBER 4, 2023
But what mix of live agents versus AI is best for your business? The same is true for first call resolution and average handle times. ICMI data shows that 66% of agents get frustrated when faced with language barriers. It reduces their confidence in providing accurate or timely answers due to possible misinterpretation.
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.
Playvox
MARCH 19, 2024
From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support.
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). That means that once a subscriber or member does connect with a frontline customer service agent, the customer experience is likely already damaged in some way, large or small.
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