Dialpad

Status:published
Journalist Name:Dialpad
Domain Rating:82
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How has real-time data and analytics changed your approach to agent coaching and development? What improvement have you seen in agent performance or retention?

posted completed
posted6/23/2025
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deadline6/30/2025
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published completed
published9/23/2025

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    Published on: 9/23/2025

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  • How has real-time data and analytics changed your approach to agent coaching and development? What improvement have you seen in agent performance or retention?

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  • 1. What key metrics have become most valuable for measuring contact center success since implementing AI tools? Has this changed your definition of what "good performance" looks like? 2. How do you evaluate the balance between automation and human interaction in your contact center? What framework do you use to determine where each should be applied? 3. What unexpected costs or savings have you discovered after implementing AI in your contact center? Please share a specific example that surprised you. 4. How has real-time data and analytics changed your approach to agent coaching and development? What improvement have you seen in agent performance or retention? 5. As more advanced agentic AI (AI that can autonomously execute tasks and make decisions) becomes integrated into contact centers, what new key performance indicators (KPIs) will be critical for measuring its unique impact on operational ROI?

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