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."
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Thursday, February 3, 2022
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