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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

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How real-time coaching improves your agent’s performance

The cold call industry is increasingly competitive. Companies are looking to improve their performance to achieve their business objectives. Agents are playing a crucial role in this process. However, some teleoperators may find it difficult to achieve their goals, while new hires may need additional support to adjust to their new work environment. This is where real-time coaching can help and improve your call center productivity.

Real-time coaching

Real-time coaching is a technique that provides immediate help to agents during their calls by giving them the right speaking rate, the right tone to have and helping them manage silences. This technique can quickly detect anomalies and offer real-time advice to help speech improvement.

According to a study conducted by Call Center Helper, teleoperators who received real-time coaching saw a 43% increase in their conversion rate. This shows that real-time coaching has a profound impact on teleoperator performance.

This type of tool is particularly useful in contact centers, where managers can also take advantage of the data collected in real time on each conversation.

They can also help agents be more responsive to customer requests, which improves customer satisfaction and increases the chances of closing a sale.

According to another study conducted by CCA Global, real-time coaching can reduce call handling time by 12%, contributing to an overall improvement in operational efficiency.

This is a great way to better the skills of agents. This can help them feel more confident and motivated to achieve their goals.

Underperforming agents

Agents who are struggling to achieve their goals can benefit from real-time coaching. Managers can detect problems immediately and offer advice to help them improve their performance.

The research conducted by CCA Global showed that real-time coaching can help reduce call abandonment rates by 26% and increase conversion rates by 21%. This shows that Aloen helps poorly performing teleoperators achieve their goals.

In addition, our tool helps low-performing agents to improve their self-confidence. Real-time positive feedback can help them feel valued and motivated so they can perform better.

New hires 

For new hires, real-time coaching can be an effective way to help them adapt quickly to their new work environment. Aloen can offer specific and personalized advice to help new hires improve their skills and understand company procedures. 

They feel more comfortable in their new position. Real-time positive feedback can help them feel valued and motivated and improve their ramp up time.

This type of software can also help them develop their self-confidence. Immediate and constructive feedback can help to understand their strengths and weaknesses while working on improving them.

The study conducted by ATD Research also showed that real-time coaching can have a significant impact on the productivity of new hires. Those who received real-time coaching experienced a 16.7% increase in productivity and a 10% reduction in error rate.

In short, these solutions are valuable tools to help new recruits get on board quickly and improve their performance. The benefits of real-time coaching for new hires include improved productivity, reduced error rate, improved self-confidence and increased job satisfaction.

To wrap up…

Real-time coaching is an effective way of helping low-performing agents and new hires adapt to their work environment and improve their performance. Managers can offer immediate advice to help agents detect problems and improve in real time, and Aloen provides you with detailed reports on compliance indicators. Studies cited in this blog show that real-time coaching can have a significant impact on conversion rates, productivity, and employee retention. At Aloen, we are convinced that real-time coaching is an essential tool for improving teleoperator performance and achieving business objectives.