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Real-Time Coaching in the Call Center: Agent Performance Never Looked So Good

By Stefania Viscusi February 19, 2016

The need to meet customer expectations has never been greater than it is today. Not only are companies vying for customer wins, but they are also faced with high attrition rates in the call center and the rising costs associated with it.

One of the ways to combat high attrition rates and poor customer care is to invest in technologies for coaching. But these have been costly in the past, and didn’t always work to train agents for exact scenarios once they were on a live call.

To answer to this need, CaféX Communications has released a new live virtual coaching solution for call centers called ‘Supervisor Assist.’

The offering provides agents with the coaching they need to get through a call as its happening.


Using Supervisor Assist, contact center supervisors can listen to, observe and interact with agents in real-time from any Web browser. That means they can start a Web chat with the agent while on the call, do things like put a spotlight pointer on the important areas the agent should address and even go as far as temporarily taking control of files and typing text on an agents computer if needed.

And since this is all happening via a Web browser, it’s also a great way to work with distributed teams and home-based agents – a growing trend in many contact centers.

Sheila McGee-Smith, principal at McGee-Smith Analytics commented, “In an environment where technology and customer demands are constantly changing, the tools to support the supervision and management of agents has historically lagged. Web-based coaching solutions like CaféX’s Supervisor Assist—that enable real-time, multi-channel engagement between coaches and agents—help extend quality programs, allowing both agents and businesses to be more successful.”

During a webinar on Thurs. Feb. 25 at 2 p.m. ET, executives from CafeX will present, “Improve Call Center Agent Performance with Real-Time Coaching & Remote Collaboration,” to discuss the news ways multi-channel coaching can help supervisors and trainees as well as how to improve training for today’s home-based workforce. The Webinar will also feature a live demonstration of Supervisor Assist for attendees.  

REGISTER HERE




Edited by Maurice Nagle

Assignment Desk, Content Management

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