Webinar Replay: How Real-Time Coaching Improves Agent Effectiveness

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Contact centres are constantly looking for ways to maximise the potential of agent-customer conversations and create positive experiences. Good coaching lies at the heart of this.

In this webinar, we discuss innovative ways of training agents to unlock this potential and improve customer happiness, with a specific focus of coaching in real-time.

Panellists
Kim Ellis - headshot
Kim Ellis
Training Consultant
Mark Williams - headshot
Mark Williams
CallMiner
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
 
Topics to be discussed
  • Contact centre coaching initiatives
  • Improving both the customer and agent experience
  • Implementing a real-time strategy
  • Better utilising your agents’ time
  • Contact centre analytics
  • The role of technology
  • Top tips from the audience