Qualtrics Agent Coaching is a cloud-based solution designed to improve the performance and skills of contact center agents through automated, real-time coaching and feedback. Leveraging AI and natural language processing, the platform analyzes every customer interaction across channels, identifies areas for improvement, and delivers actionable recommendations to agents and managers. This approach enables continuous development, objective performance evaluation, and targeted coaching, resulting in higher agent engagement, reduced attrition, and improved customer satisfaction.

Key Features

Real-Time, Automated Coaching Delivers instant, AI-driven feedback and recommendations during or after customer interactions.

• Analyzes calls, chats, emails, and social interactions in real time.
• Provides context-specific coaching prompts and best practices.

Comprehensive Performance Analytics Monitors and scores 100% of agent interactions across all channels.

• Uses natural language processing to assess empathy, compliance, and sentiment.
• Identifies friction points and training opportunities automatically.

Personalized Coaching Portal Empowers managers with tools to deliver targeted feedback and training.

• Dashboards highlight individual and team strengths and weaknesses.
• Curates coachable moments and exemplary interactions for review.

Integration with Quality Management Links coaching directly to quality assurance and compliance monitoring.

• Automates alerts for performance issues or compliance risks.
• Supports continuous improvement and regulatory requirements.

Benefits

Enhanced Agent Performance and Engagement Improves agent skills and motivation through objective, actionable feedback.

• Reduces manual effort and bias in coaching.
• Increases agent retention and job satisfaction.

Improved Customer Experience Ensures consistent, high-quality service across all interactions.

• Addresses customer pain points in real time.
• Builds customer loyalty through empathetic, effective support.

Operational Efficiency Streamlines coaching and quality management processes.

• Automates identification of training needs.
• Reduces costs associated with manual performance reviews.