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
Hi Shawn Feaser,
Sorry Let me break the ice...
Agent asking to repeat the consumer.
Placing call on hold straight after objection or question?
CallMiner stopped processing noise which could have given us more power on listening skills of agent.
Regards,
Pulkit Jain