Insights for stronger supervisors, empowered agents, and satisfied customers

By providing the data to identify differentiating behaviors used by top-performing agents and real-time coaching plans to scale those behaviors, the tool helps agents consistently deliver better customer experiences.

XSELL’s Supervisor Experience focuses on KPIs critical to your contact centers’ success, which varies based on your specific needs. While our solution  specializes in improving conversion outcomes, XSELL takes a holistic KPI-based approach to make an even broader impact on your business. This includes improving customer satisfaction scores by equipping agents with tools to deliver consistent, high-quality service. Or, driving first-call resolution rates by ensuring agents have access to the guidance they need to handle customer inquiries effectively.

XSELL software analyzes a combination of call transcripts, customer interaction data, training and regulatory requirements and agent behaviors to generate actionable insights. By examining the language, strategies, and sequence of actions used by top-performing agents, XSELL creates a dialogue map that is then applied to guide agents in real-time.

Supervisors can create plans based on specific business goals and agent performance metrics, highlighting areas where additional guidance or training is needed. The platform tracks agent behaviors and identifies missed opportunities or skill gaps, enabling managers to target coaching efforts effectively. These plans can be tailored to reinforce top-performer strategies, ensuring agents consistently improve and align with desired outcomes. Agents assigned a coaching plan receive real-time call support for when and how to best use behavior that needs improvement. Supervisors can monitor progress and adjust coaching plans as needed, creating a continuous improvement loop.