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.