Question: Do you know of a tool that offers real-time coaching and feedback to improve customer service agent performance?

If you're looking for a tool that provides real-time coaching and feedback to optimize customer service agent performance, EdgeTier is worth a close look. It offers real-time agent coaching, automated conversation routing and continuous monitoring to increase agent productivity more than 50%. The system can be integrated with big software stacks like Salesforce, Zendesk and Kustomer, so it can handle high volumes of messages and has enterprise-class security.

Another good option is ASAPP, which combines automation with human expertise to boost agent performance. It offers real-time guidance, interaction intelligence and data privacy controls. ASAPP has shown strong results, including a 61% augmentation rate and 14% improvement in CSAT, so it's a good option for contact centers looking to improve efficiency.

Cresta is also a good choice with its generative AI platform that offers real-time guidance and insights based on its analysis of conversations. It can be integrated with a variety of contact center systems and has been named a leader in real-time revenue execution platforms. Cresta can improve response time, conversion rates and average handle time, and it's flexible and easy to use for companies of all sizes.

If you prefer a more AI-heavy approach, Ada offers an automated customer service platform that handles more than 70% of customer inquiries without human intervention. It also offers AI coaching and support for multiple languages, so it's good for e-commerce and fintech. Ada has shown strong cost savings and ROI improvements, and it's designed to improve customer satisfaction and service quality.