Agent coaching

Coaching is used to give call center agents feedback as part of quality management and employee training. It can be part of regular performance assessments, or done in real time when needed during customer interactions.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Agent coaching

Related capabilities

Quality assurance and monitoring

Employee performance management

Workforce engagement management

Workforce forecasting and scheduling