Metrigy: AI coaching lifts weak agents more, narrowing the gap with top performers
Based on customer ratings reported by companies, top performers' scores rose from 6.4 to 7.9 and low performers' scores from 5.1 to 6.8.
What's happening
According to Metrigy research, AI coaching narrowed the customer-rating gap between top and low performers by 19.4%. Both groups' ratings rose after coaching, but low performers gained more. Among companies that compare customer ratings for their best and worst employees, 46.4% say AI coaching has helped close the performance gap. Meanwhile, 36.2% of companies use coaching but have not yet seen the gap change.
Whose desk it lands on
The contact center head. Did you measure the customer-rating gap between your top and weakest agents before turning on AI coaching?
Our view
The CX Brief's interpretation, not a claim made by the source.
The narrowing looks large because the gap was small to begin with: the customer-rating gap between top and low performers went from 1.3 points to 1.0 point, so it did not close. That nearly half of companies say the gap has closed remains a self-reported claim.
