Coaching that actually changes behaviour
Most training is generic, delayed, and forgotten. StackCX delivers personalised
coaching based on real conversations, when it matters—turning insights
into lasting improvement and better customer experiences.
Too Slow
Quarterly reviews discuss calls from months ago. By then, habits are formed and moments are forgotten. Feedback arrives too late to change anything.
Too Generic
One-size-fits-all training ignores individual strengths and weaknesses. People sit through sessions on things they're already good at, while their real gaps go unaddressed.
Too Subjective
Manager feedback depends on which calls they happened to hear. Small samples, potential bias, inconsistent standards across teams.
Traditional coaching doesn't work
Feedback that fits
StackCX processes every conversation your team has. Not a sample—every single one. From that complete picture, we identify specific, actionable coaching for each person. Better feedback leads to better performance, which leads to better customer experiences.
Based on real conversations
Coaching references actual calls, not hypothetical scenarios. Team members can listen back, see exactly what we're talking about, and understand the context.
Delivered when it matters
Insights are available within hours of calls completing. Address issues while they're fresh. Reinforce good habits in the moment.
Personalised to each person
Everyone gets coaching relevant to their specific performance. Top performers get different feedback than those who are developing. Strengths are recognised, not just weaknesses addressed.
Consistent and fair
Every call is evaluated against the same criteria. No favouritism, no bias, no "it depends who's listening." Objective standards, consistently applied.
Performance Summary
See your key metrics at a glance. Call volume, quality scores, trends over time. Understand where you stand.
Coaching Recommendations
Specific suggestions based on your actual calls. What you're doing well, where you can improve, and practical steps to get better.
Progress Tracking
Watch your improvement over time. Set goals, track progress, celebrate milestones. Clear evidence that effort pays off.
Call Review
Revisit your own conversations. Listen back, read transcripts, understand scoring. Learn from every interaction.
Your personal development dashboard
StackCX gives every team member visibility into their own performance. No waiting for managers to share feedback—it's there when they want it.
Coach smarter, not longer
Managers spend too much time reviewing calls and not enough time actually coaching. StackCX flips that ratio—surfacing the calls and moments that deserve attention, so your time goes where it matters.
Priority Recommendations
Coaching references actual calls, not hypothetical scenarios. Team members can listen back, see exactly what we're talking about, and understand the context.
​Team Performance Overview
See your entire team's performance in one view. Spot trends, compare individuals, identify who needs attention.
Coaching Session Support
When you do sit down with team members, everything you need is there. Call examples, performance data, suggested talking points.
Progress Monitoring
Track whether coaching is working. See improvement over time. Know when to adjust your approach.
Performance Summary
Key metrics and how they've changed. Clear picture of where things stand.
Strengths Identified
What this person does well. Specific examples from actual calls. Recognition builds confidence and reinforces good habits.
Development Areas
Where improvement is needed. Honest assessment, delivered constructively. Specific recommendations, not vague criticism.
Action Plan
Prioritised steps for the coming period. Clear, achievable goals. Progress tracked automatically.
Trend Analysis
How performance has changed over time. Improvement celebrated, backsliding addressed.
Regular insights, automatically generated
Beyond day-to-day coaching, StackCX generates comprehensive coaching reports. Weekly, monthly, or whatever cadence works for your team—detailed analysis delivered without manual effort.
Define what "good" looks like
Generic quality scores don't tell you much. StackCX lets you define the specific behaviours and outcomes that matter for your business, then measures every call against those standards.
You define the criteria
What does a great call look like in your context? Greeting, problem identification, resolution, closing—whatever matters to you. We turn that into a structured scorecard.
​Every call is scored
Not a sample—every conversation. Consistent evaluation, no bias, complete coverage.
Results drive coaching
Scorecard results feed directly into coaching. Low scores on specific elements? Those become development priorities.
Standards evolve with you
As your team improves, raise the bar. Scorecards adapt to your changing expectations.
Faster Improvement
Teams using StackCX coaching improve 3x faster than those using traditional methods.
Consistent Standards
Quality variance between team members drops by 40% within 3 months.
Manager Efficiency
Managers spend 60% less time on call review while having better coaching conversations."
Team Engagement
85% of team members say StackCX coaching helps them improve.
Improvement you can measure
Coaching only matters if it works. StackCX customers see real, measurable improvement in team performance.
Coaching that works, from week one
Week 1: Connect
We integrate with your phone system and start capturing calls. Your team doesn't change how they work.
​Week 2: Configure
Not a sample—every conversation. Consistent evaluation, no bias, complete coverage.
Week 3: Coach
Coaching starts flowing. Team members see their dashboards. Managers get their insights. Improvement begins.
Ongoing: Optimise
As your team improves, we help you raise standards. Continuous improvement, continuously supported.
Ready to hear what your calls are telling you?
Book a demo and we'll show you what insights are hiding in your conversations.