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News : Calabrio Releases New Performance Coaching to Facilitate Agent Success and Customer Service Excellence

#contactcenterworld, @Calabrio

Minneapolis, 1 February 2022 -- Calabrio, a customer experience intelligence company, announced its new coaching solution for agent performance management, Calabrio Performance Coaching. The machine-learning-enabled module in the Calabrio ONE Workforce Engagement Management suite enhances the ability for contact centre managers to record and track agent performance metrics, providing the data to facilitate performance and coaching conversations. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Contact centres are facing new challenges including the shift to remote work and workers leaving their jobs as part of "The Great Resignation." These challenges have been coupled with customer interactions being more taxing than ever. A recent agent wellbeing study from Calabrio revealed that channel expansion and increased interaction complexity are two of the top sources of agent stress. Agents say that they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago.

These industry dynamics have left agents experiencing even more stress and feeling that employers do not do enough to provide support. Two of the top wishes that agents identified in Calabrio’s survey are more frequent training and more personalized development. Calabrio Performance Coaching is designed to provide contact centre managers the insight to deliver on both of these to their agents, leveraging information they already have in Calabrio Quality Management.

"As the hybrid model cements itself in the world of work – and agents find themselves feeling more isolated than ever – the need for data and automated insights will not just apply to understanding customer journeys but the journey of frontline employees too," said Matt Matsui, Chief Product Officer of Calabrio "Now, technology must empower our coaches, instantly highlighting areas of agent struggle, success and opportunities for development. Performance Coaching gives contact centre leaders an efficient tool to ensure they are consistently putting their agents in a position to succeed and provide the best service possible to customers."

#contactcenterworld, @Calabrio


About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Getting The Ergonomic Programme Right

Read today's tip or listen to it on podcast.

Published: Thursday, February 3, 2022

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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