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Is it possible to measure if an Agent is really listening to a Consumer?

Question asked by shawnfeaser Expert on Jun 20, 2018
Latest reply on Jun 29, 2018 by shawnfeaser

We at encore have been passing this question around for thought and discussion, now I will put it out there to get the EO community thoughts.

 

How would you approach capturing if an agent is listening to a consumer?

 

We are interested in delivering coaching to migrate from a linear interaction to more of a conversational interaction. We all have heard those agents who sound like they are just reading a script or interviewing a consumer. I would like to isolate those instances where we are actually listening to a consumer and having a genuine conversation.

 

I would love to hear other's thoughts and perspective.

 

Shawn

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