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AI Contact Center Agent Coaching

Better coaching drives better performance

Transform the way you evaluate and coach agents to improve their conversion rates and drive revenue growth across your contact center.
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Better coaching drives better performance - Invoca
Invoca’s Call Review Console has been a huge time-saver for us. It helps us quickly and easily identify coaching moments — we no longer have to spend hours searching for calls to use in training sessions. It now takes minutes!
Invoca Customer - Sean Simpson, Franchise Operations Manager at Senior Helpers
Sean Simpson
Franchise Operations Manager
Reduce agent evaluation times
Speed up call evaluations and coaching by up to 95% by having AI identify calls to review and pinpoint the right areas for each agent to improve.
Improve call conversion rates
AI evaluates every call to identify what strategies work best so managers can standardize on the talk tracks that really drive results and revenue.
Retain and engage agents
Increase agent retention by providing fair, data-driven evaluations and targeted coaching to improve their performance and job satisfaction.

Fast and easy agent reviews

Quickly find the right calls to review and pinpoint coachable moments in those calls with Call Review Console, a dedicated UI for managers that improves the efficiency and effectiveness of agent evaluations.
Fast and easy agent reviews - Invoca

Coaching backed by AI-powered quality management

AI evaluates how agents did on every call to track KPIs like call outcomes, script adherence, compliance, and talk track consistency, showing you what agents do well and areas to improve.
Explore quality management
Coaching backed by AI-powered quality management - Invoca

Custom evaluation forms

By combining customizable evaluation forms with AI data, Invoca offers a complete solution for evaluating every aspect of the call, from compliance and KPIs to soft skills and sentiment.
Custom evaluation forms - Invoca

Easy-to-edit AI  scorecards

Quickly modify AI scorecards without coding—no system administrator required. Customize scoring to focus on the KPIs that matter and ensure accurate evaluations by having AI qualify calls and apply the correct scorecard.
Easy-to-edit AI scorecards - Invoca

Deliver targeted coaching comments

Share coaching tips and kudos with agents within the transcript of their calls. Improve coaching effectiveness by showing agents specific examples of what they did well and where they can improve.
Deliver targeted coaching comments - Invoca

Support agent self-coaching

Agents with permission can review their own call scores, transcripts, summaries, and recordings in a user-friendly interface to learn from their calls without a manager’s coaching.
Support agent self-coaching - Invoca

Get alerted to issues

Notify managers when agents fail to follow talk tracks, aren’t compliant, or have other issues. Have alerts go directly to agents to deliver coaching nudges.
Get alerted to issues - Invoca

Call Center Coaching Tools FAQs

What coaching tools does Invoca offer for call centers?

Invoca offers a suite of call center coaching tools designed to enhance agent performance. These tools include call recording, transcripts, and automated call scoring, allowing managers to review and assess all interactions thoroughly. Managers call also tag agents in the call transcripts to highlight coachable moments. Using this software, supervisors can create tailored coaching plans to support agent development.

How do these tools help improve agent performance?

Invoca’s call center coaching tools play a crucial role in elevating agent performance. Invoca uses AI to automatically score agent calls based on your organization’s criteria, quickly identifying strengths and areas for improvement. Supervisors can use these insights to deliver specific, actionable feedback. They can also view the call recordings and transcripts, and tag agents when teachable moments occur, helping them refine their skills and improve close rates.

Can the coaching tools identify specific areas for improvement?

Yes, Invoca’s call center coaching tools are designed to highlight specific areas where agents need to improve. Since the AI automatically scores calls based on your organization’s criteria, you can see exactly where agents fall off the talk track. This allows for targeted coaching sessions focused on the skills or behaviors that require attention. As a result, you can give agents clear guidance on how to address these areas and strive for continuous development.

Are there automated features in the coaching tools?

Invoca’s contact center coaching tools include several automated features that simplify the coaching process. Automated quality assurance uses AI to score 100% of agent calls, saving supervisors time and helping them focus on delivering impactful coaching. In addition, the platform’s ability to automatically flag specific call interactions for review ensures that critical moments are never missed.

Can the tools track long-term performance changes?

Yes, Invoca’s call center coaching tools are capable of tracking long-term performance changes. The platform maintains a comprehensive record of agent call scores, which can be visualized as dashboards or leaderboards to track performance over time. This historical data is invaluable for assessing the effectiveness of coaching strategies and making informed adjustments.