It is widely recognized that customer experiences (CX) and employee experiences (EX) are interrelated and can significantly impact business performance. In 2024, customer service leaders will continue to prioritize improving employee performance and development. One effective way to do this is through performance coaching that provides ongoing feedback and collaboration that focuses on maximizing an employee’s potential by identifying areas that require the most support and improvement. Natural language analytics and AI-powered conversation solutions implemented in an “everyday” fashion can help contact centers monitor and improve performance.
