Add call outcomes, reason codes and notes to each call recording. Track metrics such as resolved, escalated, or follow-up required to gain insights into team performance and customer satisfaction. This comprehensive analysis helps identify areas for improvement, recognize successful interactions, and ensure your team consistently meets customer expectations.

Evaluate performance with customizable scorecards. Define specific criteria based on key performance indicators (KPIs) such as call handling time, customer satisfaction, resolution rate, and adherence to protocols to objectively assess each call. Scorecards provide a structured and consistent method to measure and compare user effectiveness, enabling you to pinpoint areas of excellence and opportunities for improvement. This detailed evaluation process helps ensure that your teams receive the feedback and support they need to continually enhance their performance and contribute to overall service quality.

Enhance collaboration by adding comments directly to specific parts of a recording. Supervisors can provide detailed feedback, highlighting key moments in the call for praise or improvement. You can also tag team members in your comments, automatically sending them an email notification to facilitate prompt collaboration. This feature not only fosters a constructive feedback loop but also ensures that relevant team members are engaged in real-time, promoting continuous growth and excellence.

Set dashboard views to understand evaluation trends by users and evaluators. Select trend periods to see how performance is changing over time to identify and address any shortfalls.

Convert call recordings into text with our transcription feature. Transcriptions provide a complete written record of each call, making it easier to review entire conversations and pinpoint critical details. This feature facilitates the identification of key points, trends, and recurring issues. Additionally, having a textual record allows for more thorough and efficient analysis, supports training and development efforts, and ensures compliance with documentation requirements.

Create and download playlists from call recordings to enhance your training programs. Select calls that exemplify best practices, common challenges, or unique scenarios, and organize them into curated playlists. This allows you to provide targeted, practical training for your teams, ensuring they learn from real-life examples and improve their skills effectively. Playlists can be easily accessed and shared, making it convenient to incorporate them into training sessions and continuous professional development.

Gain deeper insights into call interactions with a visual timeline showcasing call sentiment. This feature highlights emotional trends throughout the call, enabling you to quickly understand customer reactions and responses at key moments. By visually mapping out sentiment changes, you can easily identify positive and negative shifts in the conversation, helping to pinpoint areas for improvement and recognize effective communication strategies. This tool provides a comprehensive view of the emotional dynamics of each call, enhancing your ability to train users and improve overall call quality.