Coaching contact center agents yields impressive results - it enhances the customer experience and empowers supervisors and agents. It is the training method preferred by agents and yields timely and quantifiable benefits. Real-time coaching has the added advantage of driving immediate improvements in agent performance and productivity while enhancing call quality and customer satisfaction. Agents want to do a great job; coaching empowers them to perform. This paper presents the capabilities and benefits of real-time coaching.
The Contact Center On Demand (CCOD or hosted contact center) market has emerged from relative obscurity to become front page news, as described in this paper, Hosted Contact Center Offerings are Ready for Prime Time (ICCM Weekly, December 14, 2004). Demand for hosted contact center offerings is expected to double in 2005, according to DMG Consulting LLC, driven by viable offerings, increased market awareness, new entrants and the improving economy. CCOD represents a worthwhile, potentially cost-saving alternative to premise-based contact center solutions.