TouchPoint One Unleashes Supervisor Potential with AI-powered Sidekick Agent Coaching Solution Update

TouchPoint One, the leading provider of workforce engagement and performance management solutions for contact centers, announced a new release of its Sidekick agent coaching system. The software update leverages multi-dimensional data modeling, process optimization algorithms, and client-centric data frameworks to create real-time, targeted, actionable coaching plans for frontline supervisors and managers. Sidekick dramatically boosts supervisor capabilities, confidence, connection, and performance by providing real-time intelligence, insight, and instructions to effectively support agents where and when needed.

“TouchPoint One is in the business of helping people succeed – and to that end, we equip all levels of contact center personnel with knowledge, systems, and connection necessary to effectively develop, execute and lead,” said Greg Salvato, CEO of TouchPoint One. “The latest Sidekick update is emblematic of our commitment to ensuring frontline leaders are prepared to support and inspire agents in an environment of increasingly complex CX interactions.”

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Sidekick enables supervisors and other frontline leaders to intelligently and systematically manage coaching, recognition, and other agent support activities across the full spectrum of performance metrics. Sidekick is fully integrated with TouchPoint One’s award-winning Acuity contact center performance management platform and is available immediately as an upgrade to current Acuity customers.

Sidekick Update’s Key Benefits:

  •     Reduces multiple hours of daily effort to collect, organize, and study reports and data.
  •     Boosts supervisor productivity by creating prioritized “Best Next Action” coaching plans in seconds.
  •     Engenders process development, consistency, and accountability. Systemized coaching routines are monitored and measured across all aspects of execution.
  •     Aligns and equips senior management to mentor, guide and support effectively.
  •     Mitigates data interpretation errors and agent support delivery.
  •     Increases frequency and quality of support and recognition to improve employee engagement, experience, and retention.
  •     Integrated gamification heightens awareness of coaching-related KPIs and boosts individual and team connection and engagement.

“Sidekick relieves supervisors from the time-consuming burden of collecting and organizing disparate data, analyzing intricate reports, and formulating coaching strategy freeing up time for the actual delivery of agent support, engagement, and coaching,” said Brad Baumunk, EVP of Sales Operations and Chief Consulting Officer, at Tri Source International LLC. “We are excited about the rollout and amplified impact the new Sidekick features will deliver in team leader efficiency, capacity, confidence, and potential and ultimately, agent performance and improved CX .”

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Sidekick combines real-time performance intelligence with agent coaching, recognition, satisfaction, best-practice modeling, and other features to streamline, shape, and optimize supervisor support routines. It’s the leading solution explicitly designed to help contact center supervisors establish solid and productive bonds with agents and develop the skills they need to lead their teams confidently.

Sidekick is vital in the digital transformation of performance management and employee engagement. It helps organizations better understand their operations, improve alignment, enhance employee and customer experience, and drive progressively improved financial and operational performance. Contact center leaders choose Sidekick and the Acuity performance management platform for its documented record of helping to fix attrition, absenteeism, performance, and engagement challenges and reducing operational expense.

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