AGENT EXPERIENCE

Empower agents to deliver strategic, consistent results in every engagement, with eXpert AI

Turn every agent into a top performer with actionable insights and dynamic coaching tools from Agent Experience, powered by XSELL's eXpert Language Model™.

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EXPERT COACHING IN REAL-TIME

Unlock strategic advantages with Agent Experience

Drive scalable excellence

Standardize and replicate proven strategies across teams.

Real-time decision support

Empower agents with precise guidance at critical moments.

Strengthen brand consistency

Ensure customer interactions align with your enterprise values.

Deliver tangible outcomes

Boost satisfaction and loyalty with results-focused interactions.

“I feel the best part about utilizing the Agent Experience is how it guides the agents through the call flow, highlighting very common objections, and providing feedback on what to say when they get stuck. The Agent Experience does a great job having it all right in front of them."

MAJOR MEDICARE BROKERAGE CONTACT CENTER MANAGER
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CHECK OUT THE FULL CASE STUDY

 

CHALLENGE

Medicare Broker, Century Benefits, needed to rapidly scale new agent performance, ensuring they could drive higher enrollments despite having no prior Medicare sales experience, all while maintaining quality member interactions.

 

SOLUTION

With Agent Experience, Century Benefits seamlessly integrated real-time, on-screen guidance into the agent workflow from day one. Instead of memorizing scripts, agents developed skills on live calls, leveraging in-the-moment coaching to navigate Medicare sales conversations with confidence.

 

RESULTS

New agents reached seasoned seller productivity within weeks. New agent enrollments per day increased from 0.31 to 1.61 with Agent Experience. Real-time coaching unlocks the potential to cut the agent nesting period by weeks, accelerating readiness and boosting performance.

AGENT AUGMENTATION + TASK AUTOMATION
Give your agents the efficiencies and support they need for excellence

Auto Summarization & Smart Note Taking

Auto Summarization

Auto Summarization & Smart Note Taking

XSELL's post-call Auto Summarization feature uses XLM to transform call center efficiency by generating accurate call summaries. This reduces after-call work time and allows agents to focus on customer engagement, boosting productivity and satisfaction.

Summaries are automatically generated post-call and are accessible during shifts. Agents can easily copy summaries to other workflows with one click, allowing them to prioritize customer interactions.

Real Time Coaching

Real time coaching

Real Time Coaching

At the start of their shift, agents will receive a notification from their supervisor about specific behaviors that need improvement. During active calls, agents receive real-time guidance on which aspects of the conversation are most relevant to their areas of improvement.

Compliance & Objection Handling

Compliance & Objection Handling

Compliance & Objection Handling

Agent Experience dynamically presents language extracted from top-performing agents' language, clearly highlighting compliance statements and providing statistically proven responses to successfully handle customer objections.

Picture in Picture (PiP)

PiP

Picture in Picture (PiP) 

Agents stay focused and in control with Picture-in-Picture (PiP) mode, a powerful accessibility feature that keeps XSELL's Agent Experience visible and accessible throughout the entire call. No more toggling between windows or searching for the coaching widget—agents can effortlessly navigate across their desktop and multiple screens while still receiving real-time call guidance. Whether handling complex inquiries or multitasking across applications, PiP Mode ensures that critical support is always in view, empowering agents to deliver confident, seamless customer interactions.

Auto Summarization

Auto Summarization & Smart Note Taking

XSELL's post-call Auto Summarization feature uses XLM to transform call center efficiency by generating accurate call summaries. This reduces after-call work time and allows agents to focus on customer engagement, boosting productivity and satisfaction.

Summaries are automatically generated post-call and are accessible during shifts. Agents can easily copy summaries to other workflows with one click, allowing them to prioritize customer interactions.

Real time coaching

Real Time Coaching

At the start of their shift, agents will receive a notification from their supervisor about specific behaviors that need improvement. During active calls, agents receive real-time guidance on which aspects of the conversation are most relevant to their areas of improvement.

Compliance & Objection Handling

Compliance & Objection Handling

Agent Experience dynamically presents language extracted from top-performing agents' language, clearly highlighting compliance statements and providing statistically proven responses to successfully handle customer objections.

PiP

Picture in Picture (PiP) 

Agents stay focused and in control with Picture-in-Picture (PiP) mode, a powerful accessibility feature that keeps XSELL's Agent Experience visible and accessible throughout the entire call. No more toggling between windows or searching for the coaching widget—agents can effortlessly navigate across their desktop and multiple screens while still receiving real-time call guidance. Whether handling complex inquiries or multitasking across applications, PiP Mode ensures that critical support is always in view, empowering agents to deliver confident, seamless customer interactions.

INTELLIGENT COACHING TAILORED FOR TOP PERFORMANCE

Get real-time intelligent guidance and actionable insights

Agent Experience provides top performance data-driven coaching and support when agents need it most, empowering them to handle every customer interaction with confidence and precision.

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Real-time recommendations to guide conversations

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Dynamic conversation tracking to ensure consistency

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Customer intent recognition for accurate topic routing and response generation

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Compliance adherence monitoring to ensure standards are met

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Objection handling strategies to overcome customer challenges

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Prompts critical reminders during key points in calls

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Seamless CRM and telephony system integration

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Insights to help agents meet your business’ top KPIs

YOUR QUESTIONS, ANSWERED

Discover how Agent Experience can positively transform your contact center.

How does XSELL help with compliance adherence?

Agent Experience provides real-time prompts and reminders during calls to ensure agents follow compliance requirements. Post-call reviews help identify and address any gaps, ensuring your team meets regulatory standards consistently. When our platform identifies non-compliant agents, they are assigned a compliance coaching plan that alerts them to focus on required actions during a call and analyzes compliance usage post call.

How can call center supervisors benefit from this tool?

Supervisors can use the Supervisor Experience tool alongside Agent Experience to track agent performance, identify coaching opportunities, and measure adoption of top-performer strategies. With insights into behaviors and call outcomes at their fingertips, supervisors can create and manage tailored coaching plans to continuously improve their teams. Learn more about Supervisor Experience here (links to page).

How will this tool improve my business?

When working with XSELL, we analyze your data and KIPs to create a top-performer model that guides agent and customer conversations toward your desired business outcomes. For example, XSELL can help improve call quality that translates to higher customer satisfaction. We also help clients reduce training time, ensure compliance, and increase agent proficiency and confidence — resulting in better retention.

How can I see if this tool is improving agents’ experiences?

XSELL helps improve Net Promoter Scores (NPS) and other key KPIs by guiding agents to deliver consistent, high-quality customer experiences. The tool also allows supervisors to track these metrics and monitor progress through real-time dashboards and post-call insights.

One conversation to improve the rest

Take the first step toward measurably stronger call center outcomes with Agent Experience.

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