Thanks for the feedback, we are looking to add reporting for Agent Empathy in Aggregate Views towards the end of the year. If you can create an idea that would be great, it will help us prioritize.
Original Message:
Sent: 05-10-2024 21:31
From: Robert Wakefield-Carl
Subject: Introducing World's First Agent Empathy Feature
Anik and others,
Thanks for this long-awaited feature. It really helps to distinguish between the competition's features that just list Sentiment. I like to think of this as how the Agent is treating the customer while sentiment is how the customer feels about the Agent - both with a focus on the customer. We need these as columns in the Agent reporting ASAP. Do you need an Idea for that or is it in the works? Also, we need the ability to affect the score like sentiment.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 04-26-2024 10:43
From: Anik Dey
Subject: Introducing World's First Agent Empathy Feature
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:
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures
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Anik Dey
Genesys - Employees
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