Coaching Programs
Contact centers that leverage conversation intelligence report better agent performance, more robust formal coaching programs and faster QA workflows. Eighty-two percent of contact centers that reported their agents consisted of “mostly top performers” used a conversation intelligence solution. Ninety percent of respondents agreed that conversation intelligence improved agent performance programs, and 94% agreed it enabled better agent coaching. Those using conversation intelligence were nearly five-and-a-half times more likely to implement formal coaching programs.
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