AI Call Coaching for Customer Teams
Score every customer call and coach every CSM with the AI Coaching Hub, so your team gets better, call over call.
Raise the bar on every customer conversation.
Running a good customer call and listening well are different skills. The AI Coaching Hub scores both on every call your CSMs run. ChurnZero’s Customer Conversation Standard (CCS) measures how well the call was run, and Bob London’s Radically Authentic Discovery (RAD) measures how well the CSM listened.
Give your team a clear standard for every customer call.
The execution score determines if the call was worth the customer’s time by measuring whether the call met its goal, the customer got something useful from it, and it ended with a clear next step. The Connection Score, based on Bob London’s RAD methodology, shows which signals your CSM caught or missed, how much the call helped them understand the customer, the question that would have changed the call, and the habit to build for next time. Track each CSM’s skills over time, spot what’s holding them back, and know where your coaching makes the most impact.
AI can capture every word your customer says. It still can’t hear the quiet part, the pause before the real answer, the risk they’re not saying out loud. Surfacing that takes an authentically curious human asking the right question and staying silent long enough to understand. The better AI gets at scaling insight, the more that conversation matters.
– Bob London, Radically Authentic Discovery (RAD), www.boblondon.co
How to use the AI Coaching Hub
Individual coaching plans
Each CSM gets a coaching report after every analyzed call, with an overall score, a timeline of the moments worth working on and one area to focus on next.
Coach your team without reviewing every call
Your managers get consistent coaching data across the team, so they can coach to one standard without listening to every recording themselves.
Prioritize your focus
Pick which users and account segments the Hub covers, so you can start with one team or segment and expand from there.
Get more from your meetings
Search coaching reports by CSM and date to pull up the calls you want to discuss before a one-on-one.