AI-powered coaching, made human
Build a world-class customer service reputation – and empower your agents to deliver their best work – with intelligent coaching that really gets people.
The world's
best brands
choose
Qualtrics
Today's reality
Inefficient activities
Subjective, cumbersome, and incomplete evaluations. Too much time is spent looking for coachable moments.
Inhibited representative problem-solving
Lack of rep empowerment and performance clarity, where coaching not clearly tied to impactful behaviours.
Lacking customer perspective
Sampled customer information from post-call surveys. Inability to split rep performance from aggregate metrics like NPS or CSAT.
Customer service at the speed of right
Transform agents into customer champions, with AI-powered solutions that ensure they have the right information at the right moment – helping them navigate customer enquiries with ease. With intelligent insights guiding each interaction, your agents will deliver better service, faster.
- Provide your agents with AI-powered personalised coaching plans
- Improve productivity by focusing on each agent’s unique needs and opportunities
We’ll push the pencils, you deliver the goods
Automated post-call summaries instantly capture nuances, sentiments, and next steps for every interaction. That means agents can refocus their efforts on providing exceptional service, rather than getting bogged down with paperwork.
- Remove timely post-call work by automating the summary and note-taking
- Automate and standardise your call dispositioning, providing more accurate intel on why customers are calling
EBOOK_
State of the contact centre 2025 report
With the growing usage of AI but also the scepticism around it, businesses will have to find the balance between speed, effectiveness, and the vital importance of human to human connections. Our trends report will equip you with the insights and advice to future-proof your contact centre operations.
One-to-one coaching. At scale.
Turn every interaction into an opportunity for growth. With personalised dashboards, agents can track their real-time performance while managers create targeted coaching plans. This is transparent, equitable coaching, designed to enable continuous improvement and drive employee engagement.
- Get a 360 view of how agents are performing by automatically listening and scoring every agent interaction – and provide personalised recommendations to improve
- Empower agents to build skillsets that fuel their career objectives
Level up your people power
Take control of your operations and ensure compliance while building a lasting reputation. Empower your team with essential tools to deliver extraordinary customer experiences.
- Build a customer-centric culture by seamlessly recognising and rewarding great service
- Connect agent performance to customer outcomes, pushing ROI beyond only reducing costs
How we are driving growth
How we are driving growth
With Qualtrics, the moment we receive feedback we can alert the right teams to take action, to mend those relationships, to solve critical issues in real time with our customers.
Head of CX Analytics
25%
Increase in account value
Upgrade your programmes simply with flexible, scalable pricing plans
Upgrade your programmes simply with flexible, scalable pricing plans
Agent Coaching FAQS
What is agent coaching?
Contact centre agent coaching is a process aimed at enhancing the performance and skills of customer service representatives. It involves regular feedback, training sessions, and performance assessments to improve communication, problem-solving, and product knowledge. Effective coaching helps agents handle customer inquiries more efficiently, leading to increased satisfaction and productivity. By focusing on individual strengths and areas for improvement, coaching fosters professional growth and cultivates a positive work environment, ultimately benefiting both agents and the organisation.
What is agent productivity?
Contact centre agent productivity refers to the efficiency and effectiveness with which customer service representatives handle customer interactions. It is measured by various metrics, including response time, call resolution rate, customer satisfaction scores, and the volume of inquiries handled within a specific period. Higher productivity indicates that agents can manage tasks effectively while maintaining quality service. Enhancing agent productivity often involves training, access to resources, and streamlined processes, ultimately leading to improved customer experiences and organisational success.
How do I improve agent productivity?
To improve agent productivity, provide comprehensive training to enhance skills and confidence. Implement efficient processes and tools, such as CRM systems, to streamline workflows. Set clear performance metrics and regularly track progress. Offer real-time feedback and coaching to address areas for improvement. Foster a positive work environment that encourages collaboration and motivation. Additionally, ensure agents have access to the necessary resources and support, and consider implementing incentives or rewards to recognise high performance and boost morale.
What does agent coaching and productivity software do?
Agent coaching and productivity software streamlines the process of enhancing contact centre performance. It provides tools for tracking metrics like call duration and customer satisfaction, enabling managers to identify areas for improvement. The software often includes features for delivering personalised coaching, feedback, and training modules based on performance data.
Why choose Qualtrics for your agent coaching and productivity solution?
Choose Qualtrics for agent coaching and productivity solutions because it offers advanced analytics, real-time feedback, and customisable performance metrics. Its intuitive platform enables personalised training and coaching, driving agent engagement and development. Additionally, Qualtrics provides seamless integration with existing systems, empowering organisations to enhance customer interactions and achieve insights that improve overall service quality and efficiency.