Sentiment & CSAT Score
You can focus on worldwide metrics and statistics like First call resolution or Average call duration, you can have the best productivity tools but what matters is the human factor on your customer support and sales department.
So we decided to develop the emotion recognition feature that helps you find out more about your agents’ or callers’ mood.
After each call, your agents are asked to rate the mood of the conversation by selecting one from five emoticons. It can help a lot to supervisors in terms of coaching and one-on-one meetings with agents and improve your overall customer experience.
Sentiment & CSAT Score are in progress and will be live in 3rd quarter of 2019. However, if you are interested in this feature now, feel free to contact us.