The Data-Driven Supervisor's Handbook

5 proven coaching strategies to improve contact center culture and productivity

In today’s contact center, the power dynamic has shifted. In light of the Great Resignation, agents have more leverage than ever before and are being more vocal about what they want and need from their employers.

Data-driven approaches to coaching can, along with AI-powered technology, help alleviate pressure on managers by delivering detailed insights on performance.

In this guide, you will learn five coaching strategies for contact center to build a positive culture, while improving productivity in the process.

Learn how to:

  • Align quality assurance and performance KPIs with coaching
  • Combine relevant datasets to drive customer understanding
  • 3 tips for coaching empathy
  • More…

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    CallMiner is a Massachusetts-based software company that develops speech analytics and interaction analytics software. It was founded in 2002 and is headquartered in Waltham, MA with offices in Fort Myers, FL, Boston, MA, and the United Kingdom.

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