As the team starts growing, the number of customer interactions increases. Agent performance tracking becomes very challenging for leaders. Going through 1000s of long conversations every day is a behemoth task and resource-consuming.
We’re excited to announce the launch of one of the most requested features — Email Score. Our AI engine scores every email of your agents and provides a score to it based on industry-recognized parameters. It is easy to find the improvement areas and see what needs to be changed in order to improve the score. Here’s a quick overview of how you can use it:
- Performance tracking for your agents.
Agent performance tracking based on the email score, you can clearly understand who is excelling and who needs coaching.
- Routing emails based on performance.
Use email routing for your most important customers to the customer service agent who is best suited to handle their inquiries.
- Coaching based on improvement areas.
It’s essential to give your team feedback to help them grow and improve. knowing the improvement areas beforehand will help you coach them better.
Email scoring is an algorithm that keeps an eye on what is happening in your customer conversations. It also provides you with a report that can be used to find the weak links in your conversations. This can help you save a lot of deals and customers.
For any concerns/queries, feel free to reach out to sales@convosense.