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Agent guidance is the direct support and real-time coaching that guides agents through calls. Complete with live insights and next-best actions for delivering consistent customer experience, agent guidance provides call center workers with the right tools to prevent customer churn.
Calls can be as frustrating for the agents as they are for the customers. But with the right tools to handle the rise in high-effort interactions, customers have better experiences and agents are prepared to handle their queries and needs. These tools are gap-filling techniques, teaching agents on the fly — and often in the middle of difficult calls — while ensuring customers receive consistently positive care.