Find the gap. Line up the lesson.
MCM AI spots skill gaps and lines up the right coaching for each agent. Short, focused lessons, progress everyone can see, and wins that get noticed, so every conversation improves a little at a time.
Coaching that starts with the evidence.
Most coaching is guesswork about what someone should improve. MCM AI replaces the guess with what actually happens across their conversations.
- 1
Conversations are read
MCM AI looks across an agent’s calls and chats, not just one, so it is patterns that stand out and not flukes.
- 2
A skill gap is spotted
When one skill keeps scoring lower than the rest, it is flagged as the thing most worth working on.
- 3
The right coaching is lined up
A short, focused lesson is matched to that gap and added to the agent’s plan, ready for the supervisor to review.
- 4
Progress is tracked
As scores climb, supervisors see the change and can recognise it, which keeps the effort feeling worthwhile.
Coaching that fits between calls.
A short lesson is easier to finish than a long session. Pick a skill to see the kind of lesson that gets lined up.
Finish with the next step
A short lesson on ending a call by saying what happens next, so the customer hangs up knowing exactly what to expect.
Illustrative example
Give supervisors a better starting point.
The plan does the preparation, so the time supervisors spend with an agent goes on the conversation itself.
Open with a win
Start from something the agent did well. Because progress is tracked, there is nearly always a real improvement to point to.
Choose one skill
The plan names the gap that matters most, so the conversation stays on a single topic instead of a long list of faults.
Look at a real moment
Evidence from the agent’s own conversations makes the feedback concrete, and it keeps the discussion about what happened, not opinions.
What agents get
Their own plan, the short lessons in it and a clear view of their progress. Nothing is hidden behind a manager’s spreadsheet, so people know where they stand, what to work on next and when they have moved forward.
Watch a skill climb.
Scores for the skill being coached move week by week, so a supervisor can see the effect of the coaching and recognise it when it works.
- Agents see their own trend, not just a single score
- Supervisors know when to celebrate and when to adjust
- Friendly leaderboards make improvement something to aim for
Make improving a little competitive.
Friendly leaderboards turn coaching progress into something people follow and talk about, without turning it into a ranking anyone dreads.
Three sources, one plan.
Quality scores
Every conversation is graded against your scorecards, and the weakest criteria point straight at what to coach.
See AI quality scoringCustomer feedback
CSAT and NPS tracked by agent, team and channel show how customers feel, which is the real test of any coaching.
See Interaction AnalyticsLive moments
Supervisors can listen in or whisper guidance during a call, and bring those moments back into the coaching plan.
See AI Supervisor AssistPeople who keep getting better.
Feedback that lands
Advice tied to a specific skill and a real example is easier to act on than a general note to try harder.
Skills that build
Short lessons fit between calls, so improvement comes in small steady steps rather than occasional big sessions.
Wins that get noticed
Progress is visible to agents and supervisors alike, so improvement is recognised, not just measured.
Workforce Planning
The product this feature belongs to. Related: Auto QA & Coaching, Real-time dashboards and AI Supervisor Assist.