Podcasting:
The podcasting feature will be unparalleled way to deliver training, reinforcement and motivation to associates. Through this system, videos will be sent to the personal recording devices allowing each associate to view and replay videos according to their personal needs. Benefits will include:
- Ability to reach a large number of associates at a time without the expense of having a central meeting location.
- Ability to send custom messages depending on associates’ specific needs.
- Enable training to be done more frequently without the need to take associates off the sales floor.
- Deliver best practice clips to enhance and reinforce training and to motivate associates.
Emotion Detection:
Emotion detection will add another level to the business intelligence gathered from the analysis of captured audio. Emotion detection uses sophisticated phrase triggers and software algorithms to detect voice patterns, tones and overlapping conversations to deliver qualitative intelligence. Benefits will include:
- Receive near real-time alerts to negative interactions so that problems can be addressed on the spot.
- Combine classified interaction types with emotion detection to locate trends. For example, inbound calls to the billing department regarding overage charges receive more negative emotion alerts. Allows issues to be addressed and corrected in a timely manner.
- Learn what key words or phrases trigger customers to react in a positive or negative manner.
- Evaluate associates’ emotions to ensure that the proper technique is being used to resolve customer issues.