Blog |

3 reasons to embrace agent coaching tech in contact centres

By Sean Fielding

Published 23 March 2022

We all know that with any customer interaction, the overall aim is to efficiently reach a positive outcome – whether it’s issue resolution, providing information or supporting a transaction and making a sale.

To achieve any of the above, customer engagement agents must be well-informed and experienced in handling different types of enquiries to accomplish the best possible end result.

That’s where agent coaching tech and software comes in – a method that’s revolutionising the way businesses handle their customer engagement by ensuring agents put their best foot forward everytime.

Here, we explore three ways you can incorporate it into your business, explaining how it can ensure agents are supported to perform at their best, streamlining interactions, and bolstering essential customer satisfaction rates.

Excel at customer comms with whisper coaching

Whisper coaching allows contact centre managers or team leads to listen in on agent calls while they’re occurring. They can also talk directly to the agent during the interaction without being heard by the customer, supporting agents in handling new or difficult situations, and sharing advice and guidance as needed.


This image has an empty alt attribute; its file name is Whisper-Coaching.jpg

This practical on-the-job training can quickly build agent confidence as they have a ‘safety net’ to lean on during discussions, and can learn first-hand what the best way to manage a situation is. This not only boosts agent experience, but should improve engagements and in turn improve customer satisfaction rates in the long-term.

Save on training costs with AI prompts

Manually performing whisper coaching does have limitations as managers can only support one agent at a time on a set amount of calls in the working day. However, with on-screen AI-driven prompts, agents can be guided through live calls utilising real-time data analysis.

By being present in every interaction, agent coaching AI technology can recommend the best course of action for any scenario. It can assess keyword usage or tone of voice much faster than a human, drawing the appropriate recommendation as an engagement progresses.

For example, when a customer mentions interest in a specific product, there may be an opportunity for an agent to upsell. By picking up on the mention of this product, agent coaching AI can provide set phrases (informed by data from previous interactions) for the agent to mention at the right time in the conversation – something that may have otherwise been forgotten.

This support can benefit all agents on the team during every interaction, as well as providing insight for team leads into frequent topics discussed by customers, or areas that could benefit from full-team training.

Better understand your customers with sentiment analysis

AI-powered sentiment analysis can transform your business’s understanding of your customer, and the way they engage with your brand. By monitoring each call, AI software can automatically rank its success based on set keywords or phrases, alongside emotional cues, tone of voice, and overall resolution.

The automatic reporting process means no manual scoring is involved, giving both agents and team leads a holistic view of customer satisfaction rates. The software can also be used to create actionable insights around frequent requests presented by customers, key issues that are recurrently heard, or agent gaps in knowledge where training is required.

This helps shape a team’s learning and development programme, giving real-time feedback on how a business can improve its customer service, and in turn improve customer satisfaction rates.

Get started with AI coaching today

To see how Connex can support your business with AI-driven customer engagement software, contact our team to discuss your requirements at or submit your request here.


    Connex needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at any time.

    For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, please review our Privacy Policy.