Real-Time Coaching Builds World-Class Contact Centers
By Donna Fluss
Coaching contact center agents yields impressive results – it enhances the customer experience and empowers supervisors and agents. It is the training method preferred by agents and yields timely and quantifiable benefits. Real-time coaching has the added advantage of driving immediate improvements in agent performance and productivity while enhancing call quality and customer satisfaction. Agents want to do a great job; coaching empowers them to perform. This white paper presents the capabilities and benefits of real-time coaching. It describes preferred coaching methods and gives your company the best practices for optimizing the performance of your contact center.