This exciting new feature will revolutionize how you evaluate agent performance and improve customer interactions.
How does it work?
Simply access the call evaluation screen, and the AI-generated transcript will be displayed alongside the call recording. You can easily search the transcript for specific keywords and phrases allowing you to quickly pinpoint areas of strength and weakness in agent performance.
What are the benefits?
Save Time: Quickly review calls without having to listen to entire recordings.
Improve Accuracy: Capture every detail of the conversation, eliminating human error and ensuring objective evaluations.
Gain Deeper Insights: Easily search for specific keywords and phrases to identify trends and areas for improvement.
Enhance Agent Coaching: Provide agents with access to their transcripts for self-assessment and targeted feedback.
Data-Driven Decisions: Leverage transcript data to identify trends, improve service delivery, and optimize the customer journey.
How to get started:
AI-powered transcription is available now within your quality control module. Simply navigate to the call evaluation screen to experience the benefits firsthand. Bear in mind that this feature is only available to CX Insights customers.