Agent Assist

9 Best Real-Time Agent Assistance Tools for 2024

Madhuri Gourav
May 23, 2024
20
 mins read

Last modified on

Have you ever felt pressure to meet customer expectations for quick, accurate responses? It's a tough job and even tougher without the right support. 

Do you realize that over 60% of call centers struggle with maintaining consistent agent performance and customer satisfaction due to a lack of real-time support?

That’s a huge number, highlighting a major pain point in our industry. But what if there was a way to turn this challenge into an opportunity? 

This is where agent assistance tools come into the picture.

Imagine your agents receiving real-time guidance and prompts during those tricky customer interactions. It’s not just about making their jobs easier—it’s about transforming the entire customer experience. Real-time support is no longer a luxury; it's a necessity in the modern call center.

So, let’s dive into how these best real-time agent assistance tools for 2024 are evolving and why they’re becoming indispensable for improving call center performance. 

Ready to explore? Let’s go!

Secure high-quality CX and enhanced brand perception with real-time assistance.

Managing Pre-Implementation Challenges of Agent Assist Tools

Handling Agent Assistance Tool Pre-Implementation Difficulties
Pre-Implementation Obstacles of Agent Assist in Call Center

Implementing agent assistance tools in your contact center can be transformative, but several pre-implementation challenges need to be addressed to ensure a smooth transition:

1. Preventing Misinformation and Misselling

One of the primary concerns is ensuring agents have access to accurate and up-to-date information. There is a significant risk of agents providing incorrect details to customers, leading to misinformation and misselling.

2. Addressing Product Complexity

Complex products can be challenging for agents to explain, especially during live interactions. It is essential to ensure that agents fully understand and can effectively communicate the features and benefits of complex products.

3. Enhancing Brand Image 

Maintaining high service standards is crucial for a positive brand reputation. Consistency in customer interactions across all touchpoints is necessary to enhance the brand image and build customer trust.

4. Ensuring Compliance and Accuracy

Adhering to industry regulations and company policies is a major challenge. Ensuring compliance during customer interactions is vital to avoid legal issues and maintain accuracy.

5. Handling Objections Effectively

Customers often ask agents challenging questions and objects. Equipping them with the knowledge and confidence to handle these situations effectively is a significant pre-implementation challenge.

6. Increasing Visibility into Operations 

Integrating new tools with existing systems to enhance operational visibility is complex. Monitoring agent performance and customer interactions is necessary to ensure the tool's effectiveness.

7. Improving FCR and AHT

Improving First Call Resolution (FCR) and Average Handle Time (AHT) are critical metrics for call center performance. A key challenge is ensuring that agents can resolve issues quickly and efficiently without requiring follow-ups.

Addressing these challenges is crucial for successfully implementing Agent Assist tools in your contact center software. As a result, client happiness and agent performance will increase.

What is Agent Assistance?

Agent Assistance technology is a powerful tool designed to enhance the performance and efficiency of call center agents by providing real-time support during customer interactions

But what exactly is Agent Assist

Let's dive into the details.

Agent Assistance AI leverages artificial intelligence to offer live guidance and support to agents during their calls. The technology is integrated into contact centers to help agents with real-time coaching, monitoring, and dynamic prompts. Doing so ensures that agents can handle customer inquiries more effectively and efficiently.

An Agent Assistance contact center setup typically involves using an agent assist app or software that integrates seamlessly with existing call center systems. This software monitors live interactions and offers real-time guidance to agents. 

For instance, if an agent encounters a complex question, the AI can suggest the best response based on past interactions and available customer data.

Weighing the costs and benefits is crucial when determining agent assistance pricing. Customer satisfaction and agent performance enhancement frequently result in a significant return on investment, even though there may be an initial outlay.

In terms of features, Agent Assist software often includes:

1. Real-time monitoring

Continuously observe agent interactions and provide instant feedback.

2. Real-time guidance 

Offer immediate suggestions and information to help agents resolve issues quickly.

3. Agent help 

Assist with difficult customer queries by gathering relevant data or documentation.

Implementing agent assistance in AI allows for sophisticated analysis and decision-making support, ensuring that agents are always well-equipped to meet customer needs. Contact centers can significantly improve operational efficiency and customer retention by enabling Agent Assist.

Natural Language Processing is a branch of artificial intelligence that enables computers to understand, interpret, and respond to human language. By leveraging NLP, systems can analyze and derive meaning from large volumes of text or spoken language, facilitating tasks like sentiment analysis, language translation, and real-time language processing. 

Overall, Agent Assist technology represents a significant advancement in call center operations. It provides the tools to support agents in real-time and ensure they can deliver the best possible customer service.

Discover real-time support, dynamic scripting, and AI insights for optimal performance.

Features to Look for in Agent Assistance Software

When choosing agent assist software, it's essential to consider the following features:

  • Real-time Coaching: Provides immediate feedback and guidance to agents during live interactions.
  • Real-time Monitoring: Continuously tracks agent performance and customer conversations for quality assurance.
  • AI-driven Insights: Leverages artificial intelligence to analyze interactions and provide actionable insights.
  • Dynamic Scripting: Offers adaptable scripts that change based on the conversation flow.
  • Automated Quality Management: Ensures compliance and quality standards are met without manual intervention.
  • Emotion Detection: Identifies customer sentiments to tailor responses and improve interactions.
  • Integration Capabilities: Seamlessly integrates with existing contact center systems and workflows.

Selecting the right agent assist tool is crucial for your contact center's performance. Each tool offers unique features that enhance agent assist and customer loyalty.

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Top 9 Tools for Agent Assist in 2024

As the demand for enhanced customer support operations grows, agent assist tools become indispensable in modern contact centers. These tools leverage AI to provide real-time guidance, coaching, and monitoring, significantly improving agent performance and customer satisfaction. 

Let's explore the top 9 agent assist tools for 2024, their key features, and how they compare.

1. Five9

Five9 is a leading cloud contact center solution that offers comprehensive agent assist features. It provides real-time guidance and coaching to help agents handle customer interactions more effectively.

Key Features of Five9 Agent Assist Tools

  • Real-Time Monitoring: Supervisors can oversee live interactions and intervene to ensure high-quality service and compliance.
  • Real-Time Guidance: Instant prompts and suggestions help agents respond accurately and efficiently.
  • Real-Time Coaching: Tools for immediate feedback and training based on live call performance.
  • AI-Driven Insights: Analyzes customer interactions to generate actionable insights for performance improvement.
  • Dynamic Scripting: Adapts conversation flow based on real-time data and customer responses.
  • Integration Capabilities: Integrates with various CRM and communication platforms, suitable for contact centers of all sizes.
Agent Assist automatically sends agents real-time guidance cards and checklists
Agent Assist automatically sends agents real-time guidance cards and checklists [Source]

Comparison: Five9 is known for its robust integration capabilities and scalability, making it ideal for large enterprises. Its advanced analytics and AI tools provide deep insights into customer interactions.

Custom call summaries and real-time transcription are provided by Agent Assist
Custom call summaries and real-time transcription are provided by Agent Assist [Source]

Agent Assist Pricing: Five9 offers scalable pricing based on usage and the contact center's specific needs. The pricing model provides flexibility and ensures that businesses only pay for the required features and capacity.

2. Convin.ai

Convin.ai is a conversation intelligence platform that uses AI to assist agents during live calls. It focuses on real-time monitoring and guidance to improve call quality and compliance.

Key Features of Convin.ai Agent Assist Tools

  • Real-Time Monitoring: Convin.ai offers robust real-time monitoring capabilities, allowing supervisors to oversee live interactions and provide immediate feedback or intervention when necessary to ensure high-quality service and compliance.
  • Real-Time Guidance: The platform provides instant prompts and suggestions to agents during customer interactions. This real-time guidance helps agents respond accurately and efficiently, improving customer experience.
  • Real-Time Coaching: Convin.ai includes tools for real-time coaching, enabling supervisors to provide immediate feedback and training to agents based on their performance during live calls.
  • AI-Driven Insights: Convin.ai’s Agent Assist AI analyzes customer interactions to generate actionable insights. These insights help identify areas for improvement and optimize agent performance.
  • Dynamic Scripting: Convin.ai uses dynamic scripting to adapt the conversation flow based on real-time data and customer responses, ensuring agents always have the right information at their fingertips.
  • Automated Quality Management: The platform automatically reviews customer interactions to identify coaching opportunities, ensuring continuous improvement without manual intervention.
Boost agent productivity with Convin’s real-time Agent Assist
Boost agent productivity with Convin’s real-time Agent Assist

Comparison: Convin.ai stands out with its automated coaching and real-time insights. It's particularly strong in compliance monitoring and personalized agent development. 

With live agent call tracking, escalations and compliance violations can be decreased
With live agent call tracking, escalations and compliance violations can be decreased

The Supervisor Assist tool enables real-time monitoring and guidance, helping supervisors oversee agent performance and improve contact center efficiency through actionable insights.

Agent Assist Pricing: Convin.ai offers customized pricing based on the contact center's needs and requirements. The pricing model is designed to provide flexibility, ensuring that businesses only pay for the needed features and capacity.

3. Observe.AI

Observe.AI transforms contact center operations by providing AI-powered agent assist solutions. It focuses on improving agent performance through real-time feedback and coaching.

Key Features of Observe.AI Agent Assist Tools

  • Real-Time Monitoring: Supervisors can oversee live interactions and provide immediate feedback or intervention to ensure high-quality service and compliance.
  • Real-Time Guidance: Instant prompts and suggestions help agents respond accurately and efficiently during customer interactions.
  • Real-Time Coaching: Tools for immediate feedback and training based on live call performance.
  • AI-Driven Insights: Analyzes customer interactions to generate actionable insights for performance improvement.
  • Speech Analytics: Advanced analytics monitor and analyze voice interactions, providing deeper insights into agent performance and customer sentiment.
  • Automated Quality Management: Automatically reviews customer interactions to identify coaching opportunities, ensuring continuous improvement.
Provide helpful advice to agents to self-train between calls
Provide helpful advice to agents to self-train between calls [Source]

Comparison: Observe.AI excels in speech analytics and real-time agent coaching. Its AI-driven approach helps identify performance gaps and provides actionable insights.

Provide managers with a comprehensive overview of active conversations
Provide managers with a comprehensive overview of active conversations [Source]

Agent Assist Pricing: Observe.AI offers scalable pricing based on the contact center's specific needs and usage. The pricing model is designed to provide flexibility, ensuring that businesses only pay for the needed features and capacity.

4. Uniphore

Uniphore offers a suite of AI-powered tools designed to enhance customer interactions and agent performance. It provides real-time assistance and analytics to improve call outcomes.

Key Features of Uniphore Agent Assist Tools

  • Real-Time Monitoring: Supervisors can oversee live interactions and intervene to ensure high-quality service and compliance.
  • Real-Time Guidance: Instant prompts and suggestions help agents respond accurately and efficiently during customer interactions.
  • Real-Time Coaching: Tools for immediate feedback and training based on live call performance.
  • AI-Driven Insights: Analyzes customer interactions to generate actionable insights for performance improvement.
  • Emotion Detection: Analyzes the emotional tone of interactions to provide agents with additional context and improve responses.
  • Automated Summaries: Automatically generates summaries of customer interactions, saving time and ensuring accurate records.
Agents are guaranteed to provide a consistent client experience by U-Assist's real-time prompts
Agents are guaranteed to provide a consistent client experience by U-Assist's real-time prompts [Source]

Comparison: Uniphore's unique selling point is its emotion detection and sentiment analysis, which add an extra layer of understanding to customer interactions.

Knowledge AI consolidates data to provide agents with swift and precise responses to customer inquiries
Knowledge AI consolidates data to provide agents with swift and precise responses to customer inquiries [Source]

Agent Assist Pricing: Uniphore offers premium pricing tailored to the contact center's needs and usage. The pricing model is designed to provide flexibility and ensure that businesses only pay for the needed features and capacity.

5. Awaken.io

Awaken.io provides agent assist tools that focus on delivering real-time guidance and coaching. It aims to enhance the customer service team through better agent support and training.

Key Features of Awaken.io Agent Assist Tools

  • Real-Time Monitoring: Allows supervisors to oversee live interactions and provide immediate feedback to ensure service quality and compliance.
  • Real-Time Guidance: Offers instant prompts and suggestions to agents during customer interactions, helping them respond accurately and efficiently.
  • Real-Time Coaching: Provides immediate feedback and training tools based on live call performance.
  • AI-Driven Insights: Analyzes interactions to generate actionable insights for continuous performance improvement.
  • Dynamic Scripting: Adapts conversation flow based on real-time data and customer responses, ensuring agents have the right information at their fingertips.
  • User-Friendly Interface: Intuitive and customizable interface, making it easy for agents and supervisors to configure.
Real-time agent assistance is provided for complex interactions in real-time
Real-time agent assistance is provided for complex interactions in real-time [Source]

Comparison: Awaken.io is known for its user-friendly interface and customizable scripts. It's particularly effective for training and guiding new agents.

Awaken CoPilot actively listens to the conversation between an agent and a customer
Awaken CoPilot actively listens to the conversation between an agent and a customer [Source]

Agent Assist Pricing: Awaken.io offers scalable pricing based on the contact center's specific needs and usage. The pricing model is designed to provide flexibility, ensuring that businesses only pay for the needed features and capacity.

6. Qualtrics

Qualtrics offers comprehensive customer experience management tools, including agent assist capabilities. It focuses on gathering and analyzing customer feedback to improve service quality.

Key Features of Qualtrics Agent Assist Tools

  • Real-Time Monitoring: Supervisors can oversee live interactions and provide immediate feedback to ensure quality and compliance.
  • Real-Time Guidance: Instant prompts and suggestions help agents respond accurately and efficiently during customer interactions.
  • Real-Time Coaching: Tools for immediate feedback and training based on live call performance.
  • AI-Driven Insights: Analyzes interactions to generate actionable insights for performance improvement.
  • Customer Feedback Integration: Combines customer feedback with agent assist data for a comprehensive view of performance.
  • Comprehensive Analytics: Detailed reports on customer interactions and agent performance for data-driven decision-making.
The goal is to identify and promptly address digital experience gaps
The goal is to identify and promptly address digital experience gaps [Source]

Comparison: Qualtrics integrates well with other customer experience tools, providing a holistic view of customer interactions and agent performance.

Orchestrate customized online client experiences
Orchestrate customized online client experiences [Source]

Agent Assist Pricing: Qualtrics offers premium pricing tailored to the contact center's specific needs and usage, ensuring businesses pay only for the features and capacity they need.

7. Genesys

Genesys is a well-established contact center solution provider with robust agent assist features. It leverages AI to provide real-time support and enhance customer interactions.

Key Features of Genesys Agent Assist Tools

  • Real-Time Monitoring: Supervisors can oversee live interactions and provide immediate feedback to ensure service quality and compliance.
  • Real-Time Guidance: Instant prompts and suggestions help agents respond accurately and efficiently during customer interactions.
  • Real-Time Coaching: Tools for immediate feedback and training based on live call performance.
  • AI-Driven Insights: Analyzes interactions to generate actionable insights for continuous performance improvement.
  • Dynamic Routing: Directs customer interactions to the most appropriate agents based on real-time data and AI analysis.
  • Omnichannel Support: Provides a unified approach to customer service teams across various communication channels.
Genesys AI streamlines agent information management by automating tasks and reducing manual labor
Genesys AI streamlines agent information management by automating tasks and reducing manual labor [Source]

Comparison: Genesys is highly scalable and integrates seamlessly with various communication channels, making it suitable for large and complex contact centers.

Automation reduces the burden of simple, repetitive tasks
Automation reduces the burden of simple, repetitive tasks [Source]

Agent Assist Pricing: Genesys offers premium pricing tailored to the contact center's specific needs and usage. The pricing model provides flexibility and ensures that businesses only pay for the required features and capacity.

8. Cresta

Cresta uses AI to provide real-time coaching and insights to contact center agents. It focuses on improving agent productivity and customer happiness through continuous learning.

Key Features of Cresta Agent Assist Tools

  • Real-Time Monitoring: Supervisors can oversee live interactions and provide immediate feedback to ensure service quality and compliance.
  • Real-Time Guidance: Instant prompts and suggestions help agents respond accurately and efficiently during customer interactions.
  • Real-Time Coaching: Tools for immediate feedback and training based on live call performance.
  • AI-Driven Insights: Analyzes interactions to generate actionable insights for continuous performance improvement.
  • Performance Analytics: Detailed reports on customer interactions and agent performance for data-driven decision-making.
  • Continuous Learning: AI-driven suggestions and best practices that help agents improve over time.
Maximize efficiency through outcome-driven behavioral coaching
Maximize efficiency through outcome-driven behavioral coaching [Source]

Comparison: Cresta's continuous learning approach helps agents improve over time, offering real-time suggestions and performance enhancements.

Improve service and sales using just-in-time knowledge
Improve service and sales using just-in-time knowledge [Source]

Agent Assist Pricing: Cresta offers scalable pricing based on the contact center's specific needs and usage. The pricing model is designed to provide flexibility, ensuring businesses only pay for the features and capacity they need.

9. Level AI

Level AI offers advanced AI-driven solutions for real-time agent assistance. It focuses on providing actionable insights and automated guidance to improve call outcomes.

Key Features of Level AI Agent Assist Tools

  • Real-Time Monitoring: Supervisors can oversee live interactions and provide immediate feedback to ensure service quality and compliance.
  • Real-Time Guidance: Instant prompts and suggestions help agents respond accurately and efficiently during customer interactions.
  • Real-Time Coaching: Tools for immediate feedback and training based on live call performance.
  • AI-Driven Insights: Analyzes interactions to generate actionable insights for continuous performance improvement.
  • Performance Analytics: Detailed reports on customer interactions and agent performance for data-driven decision-making.
  • Automated Summaries: Generates detailed summaries of customer interactions to streamline follow-up actions.
Level AI conversation monitoring
Level AI conversation monitoring [Source]

Comparison: Level AI excels in providing detailed analytics and real-time support, helping agents navigate complex interactions effectively.

Level AI real-time guidance
Level AI real-time guidance [Source]

Agent Assist Pricing: Level AI offers scalable pricing based on the contact center's specific needs and usage. The pricing model is designed to provide flexibility, ensuring businesses only pay for the features and capacity they need.

Choosing the right agent assist tool can significantly impact your contact center's performance. Each tool listed above offers unique features and strengths, making them suitable for various needs and preferences. 

By carefully considering the features and capabilities of these tools, you can find the perfect fit for your organization and effectively enable agent assistance, leading to better agent performance and higher customer delight.

In-Depth Comparison of Top 9 Agent Assist Tools for 2024

Feature Five9 Convin.ai Observe.AI Uniphore Awaken.io Qualtrics Genesys Cresta Level AI
Real-time Monitoring Yes Yes Yes Yes Yes Yes Yes Yes Yes
Real-time Guidance Yes Yes Yes Yes Yes Yes Yes Yes Yes
AI-driven Insights Yes Yes Yes Yes Yes Yes Yes Yes Yes
Emotion Detection No No No Yes No No No No No
Automated Quality Mgmt. Yes Yes Yes Yes No No Yes Yes Yes
Dynamic Scripting Yes Yes Yes Yes Yes No Yes Yes Yes
Integration Capabilities High High High High Medium High High High High
Pricing Scalable based on usage Customized based on requirements Scalable based on usage Premium pricing Scalable based on usage Premium pricing Premium pricing Scalable based on usage Scalable based on usage

Key Differences

  1. Real-time Monitoring: All tools provide real-time monitoring to ensure quality and compliance.
  2. Real-time Guidance: Every tool offers real-time guidance to help agents during live interactions.
  3. AI-driven Insights: All tools utilize AI to provide actionable insights, though the depth and focus of these insights can vary.
  4. Emotion Detection: Uniphore stands out with emotion detection capabilities, which most other tools do not offer.
  5. Automated Quality Management: Most tools offer this feature, but Awaken.io and Qualtrics do not, focusing more on real-time guidance and feedback.
  6. Dynamic Scripting: Most tools offer dynamic scripting, but Qualtrics does not include this feature in its agent assist offerings.
  7. Integration Capabilities: Most tools have high integration capabilities, though Awaken.io offers medium-level integration.
  8. Pricing: Pricing varies, with some tools like Five9, Convin.ai, and Observe.AI offering scalable pricing based on usage, while others like Uniphore, Qualtrics, and Genesys have premium pricing models.

Benefits of Integrating Agent Assist Tools in Call Centers

Integrating agent assist tools in call centers offers numerous benefits, enhancing agent performance and customer contentment. 

Here’s a brief overview:

  • Enhanced Real-Time Monitoring: Real-time monitoring allows supervisors to oversee live interactions, ensuring compliance and quickly addressing issues, which leads to higher service quality and adherence to guidelines.
  • Real-Time Guidance: Providing agents with instant prompts and suggestions during customer interactions reduces response times, increases accuracy, and boosts agent confidence, resulting in faster and more reliable service.
  • Real-Time Coaching: Agent assist tools offer live feedback and training, helping agents improve. This continuous skill development leads to consistent performance improvements.
  • Improved Call Center Metrics: These tools significantly enhance key performance metrics such as First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and compliance rates, driving overall efficiency and effectiveness.

Agent Assist Tool Implementation in Real-Time Coaching

Real-time coaching is one of the standout features of agent-assisted customer service software solutions. It involves providing agents with immediate feedback and training during live interactions. 

Here’s how it works:

  • Live feedback: Supervisor Assist or AI-driven tools offer instant feedback based on the agent’s performance.
  • Guided learning: Agents receive suggestions and tips to improve their handling of inbound and outbound calls.
  • Continuous improvement: Real-time coaching helps agents develop their skills on the fly, leading to consistent performance enhancement.

The Impact of Agent Assist Tools on Call Center Metrics

Integrating agent assist tools can have a profound impact on key call center metrics, such as:

Future Trends in Agent Assistance Technology

The future of agent assistance technology looks promising, with several emerging trends poised to enhance call center solutions further:

  • Advanced AI and Machine Learning: Continued advancements in AI will enable even more precise and effective real-time assistance.
  • Integration with Omnichannel Platforms: Future agent assist tools will seamlessly integrate with various communication channels, providing a unified approach to customer service.
  • Emotion AI: Detecting and responding to customer emotions in real-time, further personalizing interactions and improving customer fulfillment.
  • Enhanced Mobile Capabilities: Development of robust agent assist apps that provide on-the-go support for remote and mobile agents.

Agent assist tools are becoming increasingly essential in modern contact centers. They offer real-time monitoring, coaching, and improved metrics. Advancements in AI technology promise even more sophisticated tools, ensuring exceptional service and customer satisfaction.

Embrace the Future of Customer Service with Agent Assist Tools

Integrating agent assist tools in call centers is no longer a luxury but a necessity for delivering exceptional customer service operations and maintaining operational efficiency. 

As we look towards the future, advancements in AI and technology will only make these tools more powerful and indispensable. 

By adopting agent-assist tools now, you can stay ahead of the curve and ensure your call center software is equipped to handle tomorrow's challenges.

Get on a demo with Convin and discover the future of call center excellence—enable agent assist with Convin and start revolutionizing your customer interactions today!

Frequently Asked Questions

1. What is real-time agent assist?
Real-time agent assist provides live support and guidance to call center agents during customer interactions, using AI to offer instant prompts and feedback.

2. What are examples of real-time services?
Examples of real-time services include live chat support, instant messaging, real-time transaction processing, and real-time analytics for monitoring customer interactions.

3. What is agent assistance for call centers?
Call center agent assistance involves AI-driven tools that provide agents with real-time support, such as guidance, prompts, and feedback, to enhance their performance and improve customer happiness.

4. How do I enable agent assistance?
To enable agent assistance, integrate AI-driven agent assist software into your call center's existing systems, ensuring it provides real-time monitoring, guidance, and coaching functionalities.

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