Podcast ¦ Get out of wrap: 204 – Get out of Wrap TV ft. Garry Gormley

Access the full podcast series here

Key Takeaways

Conversational data can play a crucial role in enhancing agent performance in contact centres.
Understanding the nuances in customer interactions is essential for effective coaching and continuous improvement.
Team leaders should focus on both the "why" and "what" behind customer interactions to improve outcomes.
Utilizing speech analytics and conversation analytics can lead to more actionable insights, even when such tools are not available.
Real-time coaching is imperative for identifying skill gaps and improving agent development.
Differentiating between coaching for compliance versus coaching for performance is essential in shaping effective interactions.
Building empathy within customer service agents can significantly elevate customer experience.
The importance of tailoring coaching conversations based on specific data gleaned from customer interactions cannot be overstated.
Transitioning from reactive to proactive service ...

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