Agent Evaluation and Coaching

Inbound call centers are your brand’s frontline.  One bad call can lose you a customer, so nailing every interaction is a must.  Think about it: nearly 73% of customers say they’ve swi...

It’s 2025. Your customers expect instant answers. Your agents juggle tools, tabs, and tough conversations.  And your call center evaluation form? It can’t still be stuck in 2015. If...

Did you know that 74% of consumers are at least somewhat likely to buy based on experiences alone.  Therefore, businesses need to deliver exceptional customer service to their customers. ...

Did you know that the average salesperson makes 52 calls per day?  However, some reports revealed that call center agents make about 100 calls a day.  If you are also a customer servic...

According to HubSpot, “About 68% of customers are willing to pay more for products and services that are known for offering excellent customer service experiences.  And it’s your call cen...

Most support teams move fast. New hires are on the phones in a few days. Managers focus on KPIs, schedules, and customer complaints. Training often gets rushed or skipped. But customers d...

Call quality – it's not just a technical term; it's your secret weapon in the battle for customer satisfaction and loyalty.  You can understand the importance of quality customer service ...

Ever been on a call that felt robotic and scripted? You’re not alone!  78% of customers think their experience is better when a customer service agent doesn’t sound like they’re readin...

Training doesn’t fix poor performance—targeted training does. We get it—your agents want to perform better, but they need direction that aligns with real call expectations. That’s wher...

74% of customers say just one bad experience is enough to make them switch brands.  In 2025, every customer call is a chance to win or lose loyalty. That’s why today’s agents need more th...

Is your traditional coaching failing? Still stuck in the “let’s talk about your calls for an hour” era? No wonder your agents are zoning out. Modern call center coaching isn’t about ma...