Speech Analytics
Enhance Supervisor Efficiency with Speech Analytics
Elevate Supervisor Productivity by Utilizing Speech Analytics to Oversee Every Interaction
This innovative tool vigilantly observes customer sentiment, key words, and critical phrases, as well as instances of interruption or silence—everything a supervisor typically monitors. This enables informed decisions on whether to automate feedback or identify specific calls for targeted coaching, thus reinforcing the supervisor's role.
Streamline Interaction Analysis
AI revolutionizes the tedium of data collection in monitoring contact center interactions. Click2Coach applies Speech Analytics to comprehensively analyze each interaction, assess and score it, bringing only the most pertinent ones to human attention.
Automated Quality Assessment
Click2Coach evaluates every interaction, detecting specific words, phrases, and gauging both caller and agent sentiment. This leads to the distribution of automated scorecards to agents and supervisors for proactive self-improvement.
Proactive Word and Phrase Alerts
The system automatically detects escalated calls, misuse of phrases, or inappropriate language, alerting supervisors. This mirrors the traditional practice of in-person oversight but with complete automation and accessibility from any location.
Integrated Call Transcription
Each call is automatically transcribed to identify key words and phrases, facilitating rapid review. Important segments are accentuated within the transcript, and selecting a word navigates directly to the corresponding segment in the recording, allowing for a detailed evaluation of the interaction.
Compliance Monitoring
AI tools examine mandatory scripts for compliance, identifying words and phrases that deviate from the required standards, which aids in making timely corrections and enhancing training protocols.
Try Click2Coach
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