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ASC Enhances E-coaching in Contact Centers

ASC has announced contact centers could enhance e-coaching by purchasing a new release of its AGENTassistance module, an optional supplement to the quality monitoring software, INSPIRATIONpro.

E-coaching refers to real-time online interactions between agents and their supervisors, especially during difficult phone calls. By providing the agent with on-the-job training through confidential communications, e-coaching achieves high-quality service and increases productivity without alarming the customer about assistance from a new agent.

AGENTassistance works through agent and supervisor applications installed on their respective PCs. Supervisors monitor a list with the status of their subordinates (e.g. online, offline, needs help). To initiate assistance, agents click a special icon to send a pop-up message to their assigned supervisor.

Supervisors may respond through the online "e-coaching" window in several ways including chat or pre-defined messages. In more extreme cases, they may initiate voice or screen monitoring, or even assume control of the agent's computer and customer interaction.

AGENTassistance works with the recently released INSPIRATIONpro 7.0. The quality monitoring software now also contains a customer feedback module and offline word spotting. When combined, INSPIRATIONpro and AGENTassistance complete the standard quality monitoring cycle: recognize - measure - analyze - improve.



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