With the complexity of managing customer journeys across voice, text and social media channels, trying to optimise the effectiveness of your agents is difficult without understanding what your customers are “saying”. Leveraging speech and text analytics on all interactions Ensighted goes past traditional QA approach of analysing a handful of calls per agent per month.
Monitoring all calls significantly improves understanding of how effective your agents are, and we can link interactions across multiple channels in an omni channel customer experience. This rich information allows you to assess agent skills (e.g. utilisation of empathy, root cause diagnosis, closing call skills) and develop targeted training plans to develop and nurture agent skills.