Agent Coaching Software

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.

Qualtrics Assist chat thread

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 behaviors.

Lacking customer perspective

Sampled customer information from post-call surveys. Inability to split rep performance from aggregate metrics like NPS or CSAT.

AI-enabled assistance

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 inquiries with ease. With intelligent insights guiding each interaction, your agents will deliver better service, faster.

  • Provide your agents with AI-powered personalized coaching plans
  • Improve productivity by focusing on each agent’s unique needs and opportunities
Known issue recommendation
Automated call summary
Automated call summaries

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 standardize your call dispositioning, providing more accurate intel on why customers are calling

EBOOK_

State of the contact center 2025 report

With the growing usage of AI but also the skepticism 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 center operations.

An image of a telephone agent smiling while talking with a customer
Real-time training

One-to-one coaching. At scale.

Turn every interaction into an opportunity for growth. With personalized 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 personalized recommendations to improve
  • Empower agents to build skillsets that fuel their career objectives
QM team score
Recognition and awards for Wilkie Twycross
Agent performance

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 recognizing and rewarding great service
  • Connect agent performance to customer outcomes, pushing ROI beyond only reducing costs

How we are driving growth

Gradient Quote image

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.

Emma Sopadjieva
Head of CX Analytics

25%

Increase in account value

Integrate seamlessly with the systems you already use

Upgrade your programs simply with flexible, scalable pricing plans

Agent Coaching FAQS

What is agent coaching?

Contact center 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 organization.

What is agent productivity?

Contact center 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 organizational 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 recognize high performance and boost morale.

What does agent coaching and productivity software do?

Agent coaching and productivity software streamlines the process of enhancing contact center 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 personalized 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 customizable performance metrics. Its intuitive platform enables personalized training and coaching, driving agent engagement and development. Additionally, Qualtrics provides seamless integration with existing systems, empowering organizations to enhance customer interactions and achieve insights that improve overall service quality and efficiency.

More customer experience solutions

Request demo

By providing this information, you agree that we may process your personal data in accordance with our Privacy Statement.