Coaching Agents in Real-Time
Analyzing call logs post-call is valuable, but real-time support helps agents resolve issues during the call. Speech analytics monitors active calls.
Coaching Features
- Whisper Coaching: Managers speak directly to agents during calls without the customer hearing.
- Sentiment Analysis: Flag calls automatically when speech analytics detects rising caller frustration.
- Real-Time Search: Suggest help documents to agents automatically based on call conversation topics.
Real-time coaching tools improve agent performance and first-call resolution rates.
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