Free Improvement
Coach your agents for free
Contact centers experience different volumes of activity throughout agent shifts, and when SLAs are exceeded and agents have idle time, you're still paying those agents. Recapturing this paid but underutilized time to coach agents, when they have time to take a 2-3 minute coaching package or review an eLearning clip, allows you to improve their performance by leveraging this idle time. Coaching results in better future performance, engagement and costs you nothing extra.