Call Center Coaching AI-based Software to Amplify Your Team Success

Our tools help identify those needing additional training pinpointing the right skills for the right agents at the right time.

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Coaching Made Easy 22

Coaching Made Easy

Coaching is one of the hardest processes to get right. Utilize our dashboard to retrieve all of the data you need to create actionable plans.

  • Individual Coaching
  • Team Coaching
  • Coaching by Scorecards
  • Point Specific Coaching

OUR SKILLS

Coaching Session Dashboard

The Call Criteria Coaching session dashboard provides the information you need to identify training needs and track progress and attainment.

Progress Reports
70%
Coach on Necessity
50%
Increase Performance
80%
Coaching Session Dashboard

HOW IT WORKS

How Coaching Works

  • Ai Agent Coaching
    Agent Problems

    Identify Agent Problems

    Quickly evaluate where agents are having the most trouble.

  • Ai Agent Coaching
    Targeted Plan

    Create a Targeted Plan

    Never waste time coaching on irrelevant items.

  • Track Result

    Track The Results

    Ensure the coaching is EFFECTIVE by reviewing history since coaching.

OUR SERVICES

Coaching Performance Matters

Align Performance Standards with Desired Outcomes

Matching your performance monitoring criteria to your organization’s goals and the customer’s expectations has never been easier than Call Criteria custom scorecards and coaching to match.

How Having Standards Helps

  • Definite Agent Requirements
  • Less Agent Confusion
  • Set Individual and Team Goals
  • Improved Agent Retention

Coaching With Pinpoint Accuracy

Coaching a whole team for points that only a few people miss is a huge waste of time. Being able to coach certain agents on specific points increases productivity and reduces wasted time.

Team Management

  • Show precise Problems
  • Reward Great Agents
  • Reduce Coaching Time
  • Increase Team Performance

Show Your Team What Good And Bad Looks Like

Having the ability to show your agents exactly what good and bad performance is can help encourage better performance throughout the team, giving you more consistency in your agent’s ability.

Showing Behaviours Increases Performance

  • Increased Agent Knowledge
  • Better Team Visibility
  • Higher Morale
  • Consistent Performance

Consistency Is The Key To Perfect Coaching

One-off coaching is only effective for a short amount of time. Continuous coaching is easy when you look at individual issues with individual agents. Our dashboard provides easy, constant agent tracking.

Coach On Individual Performance

  • Pinpoint Coaching
  • Continuous Improvement
  • High Individual Performance
  • High Team Morale

Coaching Blogs

Speech Analytics

Improve Customer Experience With Call Center Speech Analytics

Speech or voice analytics have been growing in popularity and use for many years. Possibly the first encounter that you...
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Customer Service Speech Analytics

Call Center Sentiment Analysis: A Guide to Enhanced Customer Insights

  Sentiment analysis is a technique utilizing natural language processing (NLP), machine learning, and computational linguistics to determine the polarity...
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Contact Center Call Center Management

Contact Center Analytics: Improve Performance with Your Data 

  Have you ever wondered how companies manage to provide exceptional customer service consistently? One of the secrets lies in...
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Compliance

A Complete Guide to Call Center Compliance

There are a lot of compliance issues that you will need to address when working in or running a call...
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Technology

What is NLP (Natural Language Processing) and its Components?

With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing)...
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Contact Center Call Center Performance Technology

Revolutionizing Contact Center Operations With Artificial Intelligence

The AI revolution is currently underway, and it's causing a transformation in the way organizations, whether big or small, operate....
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Call Center Outsourcing Quality Assurance

Why Should You Outsource Your Contact Center Quality Assurance?

All contact centers share a common objective: to offer exceptional customer service. To accomplish this, it is crucial to perform...
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Call Center Outsourcing

6 Contact Center Quality Assurance Responsibilities for Quality Analyst

As the demand for quality customer service increases, call center QA managers are constantly bombarded by Call Center Quality Assurance...
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Speech Analytics

Speech Analytics Solution-What is speech analytics?

Measuring and managing the customer's experience is important to every business. Your contact center data can offer a deeper insight...
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Call Center Agent Performance

Contact Center Monitoring: What is it And Why Does it Matter?

As much as you and your agents understand what behaviors are expected to make a successful call center, you should...
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Customer Service

19 Essential Call Center Metrics to Measure Performance in 2023

How do you optimize call center work? It’s a question that has kept many a busy manager up at night....
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Quality Assurance

The Importance of Quality Assurance in Business

In today's fast-paced and competitive business landscape, ensuring the highest level of product and service quality is not just a...
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Agent Coaching Coaching Compliance

A Complete Guide to Improving Agent Performance with Call Center Coaching

Call centers are only as good as the agents on the phone. You want them to be as efficient and...
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Call Center Contact Center Quality Assurance

What is Quality Assurance in A Call Center and Its Impact on Business

Call centers serve as a crucial link between customers and organizations, and effective communication is vital for shaping business success....
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Performance Management

Top 10 Sales Performance Management Software

The most arduous yet pivotal task in sales management is conducting performance evaluations. This practice serves as a vital tool...
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Call Center Outsourcing

Learn How Call Criteria’s Interactive Dashboard Works

Contact Center Quality Assurance is amongst the most vital practices to normalize for your company. Customers always feel safe to...
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Speech Analytics

Unraveling the Exorbitant Setup Fees and Multi-Level Complexities of Speech Analytics Onboarding

In today's data-driven world, businesses increasingly rely on speech analytics to gain insights into customer interactions. However, the process of...
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TCPA Compliance

Don’t Sign Up for Speech Analytics Without an “Out-Clause”

Speech analytics is a great tool for contact centers as it supports several functions, such as keeping track of voice-based...
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Call Center Outsourcing Call Center

How Call Centers Leverage Machine Learning with Artificial Intelligence 

Machine learning in Call Centers? A call center is a communication channel where customers report issues or make changes to...
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Call Center Outsourcing

6 Best Practices for Health Care Contact Center

The healthcare sector is differentiated from other industries because many patients require constant monitoring to maintain their health at optimal...
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