Coaching

Takeaways | A Day in the Life of an AI-Enabled Team Leader

Learn how modern contact centers are harnessing the dual strengths of AI and human-centric leadership to set the pace in an ever-evolving industry.

What is AHT? Strategies to Improve Average Handle Time

Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.

What is FCR? Strategies to Improve First Call Resolution

Learn how FCR drives operational efficiency, cost savings, agent retention, and customer satisfaction. Discover strategies to improve your call center's FCR, the common mistakes to avoid, and a whole lot more!

Takeaways | Executive Strategies to Build a High-Performance Culture at Your Call Center

Learn how call center leaders are implementing effective, results-driven coaching, nurturing agent commitment, & employing rigorous measures to assess the effectiveness of feedback.

11 Ways AI Will Revolutionize Call Center Coaching – As Told by The Simpsons

Explore the transformative power of AI in call center coaching – with some help from The Simpsons. From real-time feedback to personalized training, AI enhances coaching effectiveness and drives exceptional customer experiences.

Fatherly Advice: 10 Lessons for Effective Call Center Coaching from TV & Movie Dads

Discover humorous and unexpected insights for effective call center coaching from some of our favorite TV and movie dads.

The Pros & Cons of Real-Time Agent Assist in Contact Centers

Uncover the benefits and challenges of using real-time agent assist tools in contact centers. Learn how to leverage AI while still maintaining the essential human touch your customers need.

AI – The Answer to Lower Costs & Higher Efficiency in Call Centers

AI is revolutionizing call centers, streamlining operations, and enhancing customer experiences. See how it's used to efficiently manage queries, train agents, and reduce errors, lead to a more profitable contact center.

Creating a Culture of Performance Enablement – An Interview with Iterum’s COO

Learn how Iterum is delivering an exceptional experience for their clients and boosting their teams’ performance in our recent interview with Juan Lopez, COO.

7 Cost-Savings Benefits of Good Coaching for Contact Centers [Infographic]

Is your call center trying to save money? Invest in your coaching program. This infographic shows 7 ways good coaching can positively impact your ROI.