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Monitoring adherence to the customer service standards, promptly identifying strengths and weaknesses of each employee for further improvement
High standard of customer service
Effect
How it works
- Customer satisfaction and NPS growth;
- Reducing customer churn rate.
All conversations with customers are recorded using a digital badge. Each dialogue is analyzed to ensure support service script adherence. As a result, the head of the department receives a report reflecting various metrics for each employee, marking their strengths and weaknesses. This data helps ensure that the employee's weaknesses won't contribute to the customer's possible negative experience, and can be used to retrain the employee.
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