Tone up performance
As more call centers operate with remote agents, it can be harder than ever for
supervisors to stay connected with their agents – simply ‘walking the aisle’ isn’t
possible when your team is spread out.
And, because tone is one of the most powerful customer
service tools you have in your toolbox, it is vital to keep it sharp. People who
train their vocal delivery will enjoy more effective communications.
Engage AI makes it easier than ever to train, coach, and bring new agents up to speed,
wherever they’re located.
ENHANCED EFFICIENCY
Super supervisors
Engage AI’s intuitive dashboard helps supervisors quickly and easily see how individual
agents are doing with notifications and conversation metrics both during and after a
call, as well as trends for the whole team. Making it easy for them to offer more
constructive, individualized coaching and support.
That’s why 85% of supervisors using Engage AI told us they felt better connected to
their teams2.
IMPROVED AGENT ENGAGEMENT
You’ve got a friend in me
We all need friends we can rely on. Engage AI is like a personal coach, standing in your
agents’ corner, cheering them on, and giving them a pep talk when they need one. So they
can confidently get on with their calls, knowing Engage AI has got their back. 70% of
agents say they feel more motivated thanks to using Engage AI3, which is a significant
boost for improving their morale and performance.
Instead of pointing out errors and judging everyone by the same standard, Engage AI
delivers a strength-based and personalized experience to each agent, so the experience
is enjoyable, and consequently, engaging.
A personalized interface and video game-style avatars add an element of fun, with pop-up
notifications letting them know when they’re doing a great job, and live tips and tricks
helping them up their game in real time. So your agents can take charge of their own
development, and love Mondays (and Tuesdays, and Wednesdays…)
From the dashboard to the feedback, Engage AI is all about a personalized experience
based on meeting the agents where they’re at and building on that baseline, highlighting
areas for improvement. This positive and constructive development includes an
independent assessment of the advisor’s tone so they can focus on putting their best
self forward.
Advisors can check their personal dashboard for data transparency, and built-in privacy
features ensure that the tool only analyzes softphone calls, not personal calls. So
rather than feeling watched while they work, advisors can feel supported.