Are your contact center agents reaching their full potential?

Traditional coaching methods often fall short, leaving agents underperforming and customers unsatisfied. The Innovation Insight: Coaching Tech to Boost Customer Service Performance report from Gartner shows that customer service supervisors spend only 30% of their time coaching¹.

To address the challenges that come with traditional coaching methods, many organizations are implementing AI-powered coaching solutions to improve agent performance and increase customer satisfaction.

Upland InGenius helps streamline the coaching process by providing real-time performance metrics and call monitoring, so your agents know exactly where they can improve.

To read more Gartner recommendations for how technology can improve coaching practices, fill out the form for complimentary access to this report.

¹Gartner, Innovation Insight: Coaching Tech to Boost Customer Service Performance, Kathy Ross, Jonathan Schmidt, Wynn White, 25 July 2024.

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