Real-Time Coaching: Don’t Wait Until the Call Is Over

Coaching has long been used to help agents develop their skills. By providing real-time coaching as an interaction progresses, you can help agents improve over time while also guiding interactions in the moment to enhance call outcomes and provide immediate impact.

Leverage advanced AI to address the increasingly complex contact center environment and seek to create a positive outcome for customers as often as possible. Read this executive perspective to answer these questions and more:

• How does real-time coaching work?
• What kinds of advice can real-time coaching provide?
• Will real-time coaching be distracting to an agent?

Real-time coaching is a key component of Verint’s approach to total quality. Download this executive perspective to learn how to start your total quality strategy.