More Accurate Call Reasoning Means Better Agent Coaching

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In order to more effectively train your contact center agents, you have to first understand what types of calls they struggle with the most. With more accurate call reasoning you can look at each agent individually, as well as your contact center as whole, to determine who your top performers are and which agents needs more coaching time. When you uncover exactly what kind of calls your agents have a hard time handling you can customize the coaching experience to address those specific issues.


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