5 ways the new CXone Coaching application benefits you and your team

December 14, 2023

As a CXone Quality Management customer, you understand the importance of staying ahead in the ever-evolving realm of customer experience. That's why we designed the new CXone Coaching application to help you enhance agent performance and heighten customer satisfaction. Read on to discover how this powerful tool directly benefits you and your team.

Seamless communication and a user-friendly experience
The CXone Coaching application simplifies the coaching process for you and your agents, allowing you to focus on improving performance. Its intuitive interface and built-in features create a smooth workflow, better communication, increased agent engagement, and more effective coaching sessions.
Coaching that aligns with your business strategy
Customizable categories, focus areas, and agent behaviors in CXone Coaching enable you to pinpoint specific improvement goals and align coaching with your call center's evolving business objectives. This ensures targeted skill development for agents, directly contributing to your organization's overall success.
Personalized coaching tailored to each agent’s needs
Recognizing that each agent has a unique learning style, capabilities and personal situation, CXone Coaching provides various coaching options (such as one-on-one, group, coach-the-coach, and delegated). Features like Smart Due Date, automatic notifications, and acknowledgment requests foster a collaborative environment, empowering your agents to develop their skills, improve performance, and boost customer satisfaction.
Valuable insights for greater coaching effectiveness
The CXone Coaching Transactional Report gives you a comprehensive overview of coaching sessions and insights into improvement opportunities. Armed with this information, you can confidently assign tasks and responsibilities to your employees, ensuring workloads are always balanced and productivity is optimized.

The new CXone Coaching application is designed to directly benefit you and your team. Transition to the new coaching solution is smooth and measured, while its implementation can be easily aligned with your overall business objectives. CXone Coaching provides a user-friendly experience and personalized features tailored to your agents' needs, enhancing coaching effectiveness and agent engagement. The measurable results include improved agent performance and heightened customer satisfaction.

Learn more about how CXone Coaching can add value to your organization.

About the Author

Yael Stanger Sonsino

Creative thinker, Yael has over eight years of proven experience in developing marketing plans and campaigns that drive real growth. Prior to joining NICE, she worked at Philips where she started out as a marketing assistant. Her strong project management, multitasking, and decision-making skills enabled her to quickly progress to the role of senior marketing manager, responsible for leading, planning, and executing all marketing activities for the entire personal health product line.

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5 ways the new CXone Coaching application benefits you and your team

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