Understanding Agent Empathy
This feature goes beyond traditional metrics, leveraging AI to assess both customer sentiment and agent empathy, providing supervisors with a nuanced view of interactions.
Bridging Performance Evaluation Gaps
No longer will agents be penalized for low customer sentiment. The Agent Empathy Feature allows supervisors to differentiate between challenging situations and lack of empathy. This targeted approach enables personalized coaching and training.
Elevating Customer Experience
As technology shapes customer service, embracing innovations like the Agent Empathy Feature is essential. It empowers contact centers to exceed customer expectations and cultivate a culture of empathy-driven excellence.
Examples:
Negative Empathy Score, Negative Customer Sentiment:
Positive Empathy Score, Negative Customer Sentiment, Improving Customer Sentiment Trend:
#SpeechandTextAnalytics------------------------------
Anik Dey
Genesys - Employees
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