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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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.

SITUATION

For years, Logoipsum manually tracked marketing metrics using Excel, Google sheets, and complex macros

SITUATION

For years, Logoipsum manually tracked marketing metrics using Excel, Google sheets, and complex macros

SITUATION

For years, Logoipsum manually tracked marketing metrics using Excel, Google sheets, and complex macros

SITUATION

For years, Logoipsum manually tracked marketing metrics using Excel, Google sheets, and complex macros

SITUATION

For years, Logoipsum manually tracked marketing metrics using Excel, Google sheets, and complex macros

SITUATION

For years, Logoipsum manually tracked marketing metrics using Excel, Google sheets, and complex macros

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.

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.

Real-time recommendations to guide conversations

Dynamic conversation tracking to ensure consistency

Customer intent recognition for accurate topic routing and response generation

Compliance adherence monitoring to ensure standards are met

Objection handling strategies to overcome customer challenges

Prompts critical reminders during key points in calls

Seamless CRM and telephony system integration

Insights to help agents meet your business’ top KPIs

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.

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).

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.

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.