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Agent Coaching & Collaboration

Boost agent performance with contact center coaching tools

Boost call handling quality, improve close rates, and crush your revenue targets through simplified and personalised coaching.
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Track Individual Performance

Get complete visibility into high and low performers and monitor quality improvements over time.

Personalize Coaching and Feedback

Automatically identify agents that need coaching with specific examples and coaching moments at your fingertips.

Boost Employee Engagement

Motivate your agents and help them exceed their sales targets with objective feedback and improved team collaboration.
 

Access for the entire team

Agents can self-coach by reviewing their own call scores, transcripts, and recordings in a streamlined and user-friendly interface offered by our call centre coaching software. This empowers them to identify their strengths and areas for improvement, promoting continuous learning and development within the call centre.

QA automation

Automate call scoring with call center coaching tools to quickly identify top and bottom performers and specific interactions that need review. This allows supervisors to focus on targeted coaching efforts that enhance the effectiveness of call centre processes and drive consistent improvement in call quality.
 
 

Commenting

Easily share personalised coaching tips and kudos with agents within the transcript or at exact timestamps. This precise feedback helps agents understand their performance in real time and encourage supervisors to adopt effective contact centre coaching styles.

Call Center Coaching Tools FAQs

What coaching tools does Invoca offer for call centres?

How do these tools help improve agent performance?

Can the coaching tools identify specific areas for improvement?

Are there automated features in the coaching tools?

Can the tools track long-term performance changes?