Medallia’s PDF outlines four key steps to enhance contact center agent performance by transforming data into action. It emphasizes analyzing 100% of customer interactions using AI-driven speech and text analytics to uncover real-time insights. These insights enable micro-coaching tailored to individual agents, replacing outdated, generic training methods. Personalized, in-the-moment coaching sessions improve engagement and performance. The guide also advocates for agent recognition, rewards, and clear communication of expectations. Strong engagement not only reduces turnover but also boosts customer satisfaction, retention, and company profitability through empowered and motivated agents.

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