Contact Center Workforce Performance
Transform Your Agents into SUPER AGENTS with AI
Leverage AI to elevate your call center agent performance. AI-powered engagement tools, performance management software, and workflow automation will maximize productivity and ensure superior agent performance. Make agents multilingual with auto-translation, helping them provide a deeper connection with customers.
Performance, engagement and compliance
AI-Driven Insights for Every Call Center Agent and Supervisor
Optimize call center agent performance with AI-powered software solutions. Ensure adherence and compliance, enhance engagement and drive efficiency at every level. AI-driven call center agent software delivers real-time feedback, automates workflows, and helps agents excel in every interaction.
Empower your agents for success
Maximize Call Center Agent Performance with AI
Agent Interaction Management
Optimize Call Center Agent Performance with AI-Powered Insights
Monitor and analyze call center agent performance with AI-driven insights. Leverage call center agent software to track sentiment, improve compliance, and enhance soft skills.
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Identify agent sentiment and behavior
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Improve agent experience and retention
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Pinpoint anomalies with automated notifications
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Ensure work adherence and compliance
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Deliver targeted soft skills training
Agent Engagement Management
Real-Time AI Assistance to Boost Agent Performance
Monitor agents’ processing of customer service requests, engage in real-time, notify, and assist agents to perform better.
Improve call center agent performance with real-time guidance. AI-driven analytics and automation software help monitor service requests, provide instant guidance, and optimize every interaction for better results.
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Monitor and assist agents with timely processing of customer requests
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Get real-time reminders for upselling and customer announcements
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Receive AI-driven guidance for critical events
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Automate next-best-action notifications for agents
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Prevent mistakes with in-the-moment notifications
Agent Augmentation Management
Automate Workflows & Enhance Call Center Agent Performance
Offload agents with AI-driven automation. Call center agent software eliminates human error, streamlines workflows, and increases efficiency by automating repetitive tasks and augmenting live agents.
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Identify, analyze, and automate follow-up actions
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Automate wrap-ups, call summaries, and other repetitive tasks
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Reduce training time and minimize mistakes with AI-powered workflows
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Augment live agents with intelligent virtual agents
Increase soft skills and professionalism
Personalize call center agent performance by refining soft skills like empathy, professionalism, and courtesy. AI-powered call center agent software pinpoints improvement areas, ensuring agents deliver superior customer experiences that foster loyalty.
Elevate Agent Performance with AI-Driven Coaching
Empower super agents and maintain quality
Ensure call center agent performance stays top-tier with automated feedback loops. AI-driven call center agent software provides real-time insights, helping agents meet customer satisfaction and compliance goals with confidence.
Automated Feedback for Consistent Excellence
Improve performance with real-time coaching
Post-interaction is not the time to discover the best next steps an agent should have taken. AI-driven solutions give agents the tools, recommendations, and next best action they need, when they need it.
Next-Best Actions Delivered to Agents in the Moment
Don’t risk your business on poor workforce performance. It’s time to overcome.
Struggling with call center agent performance? Don't let these challenges hold you back. Address issues like decreased productivity, high turnover, and compliance risks with AI-driven performance management solutions.
Learn how to turn insights into actions into EXCELLENCE
You could achieve results like other customers
See how businesses have transformed their call center agent performance with AI-driven solutions. You could experience similar results:
decreased average handle time
17%
decreased average continuous silence
25%
reduced costs for quality assurance
70%
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Drive performance through analytics and automation
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Leverage data-driven training, coaching, and development to accelerate new hires' proficiency and maintain continuous improvement for your experienced team members. With AI, automation and analytics, team leaders can engage their teams effectively, reduce disruption, and cut down costs.
AI-Driven Building-Block Solutions
Explore additional AI contact center solutions that add deeper functionality for your agents, customers, and business.
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Capture and Analyze Performance and Interaction Data
Capture and analyze data from all interactions across every channel to gain deep insights into your employees' actions, communication styles, and their satisfaction levels. Leverage Interaction & Data Analytics to turn this data into actionable intelligence for performance optimization.
"We utilize Nexe`llecta every day! It’s an excellent tool to enhance your call monitoring and QA. With our fast-paced environment, the new dashboards help us see the information at a quick glance. We are looking forward to more enhancements as they come."
Kindra Fox, Operations Manager
Direct Line Tele Response