Coaching & Performance
Turn QA insights into better performance.
Quality scores are only valuable when they lead to action. Leaptree Optimize connects QA results with coaching, learning and performance workflows, helping teams turn feedback into meaningful development, all inside Salesforce.
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Turn QA Insights Into Better Performance
Recommended Learning Actions
Turn every insight into a next step.
Connect QA findings with recommended learning actions based on where agents need support. Give teams a clearer path from identifying a performance gap to helping agents develop the skills to address it.
Skills-Based Approvals
Put the right skills behind every interaction.
Create approval workflows based on agent skills and capabilities, helping teams manage who is ready to handle specific types of customer interactions. Build greater confidence that agents have the appropriate knowledge and experience before taking on more complex work.
Self-Assessments
Give agents a voice in their own development.
Let agents assess their own performance and reflect on customer interactions alongside formal QA evaluations. Compare perspectives, encourage greater ownership and create more meaningful conversations between agents and their managers.
CX Agent Gamification
Make performance improvement more engaging.
Bring gamification into the agent experience to encourage participation and reinforce the behaviors that matter to your customer experience. Give teams greater visibility into progress and make continuous improvement something agents can actively engage with.
Rewards & Upsells
Recognize great performance.
Connect performance with recognition and rewards to reinforce positive behaviors across your team. Use quality and performance insights to identify achievements and opportunities while keeping everything connected to the agent experience.
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Up To 100% Call Center QA Coverage Inside Salesforce
Leaptree AI can evaluate every call, chat, and email inside Salesforce, giving you full visibility and consistent scoring across the board.
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