Improve Sentiment Scores

Practicing the sym a few times will allow you to learn the structure of the conversation and learn the type of soft skills indicated in the script needed to gain the best outcome from the conversation. Sentiment Scoring of Confidence, Concentration and Energy analyzes the content of the agent’s responses. It evaluates the entire conversation to better understand the context and how well the agent responds to different scenarios. A high confidence score indicates the agent's words instills trust and reliability in the customer, ensuring they feel secure and well-supported. A high concentration score indicates that the agent's words consistently delivers relevant and precise information, follows guidelines effectively, and ensures a clear and coherent dialogue with the customer. An energetic score signifies that the agent's words keep the interaction attentive, ensuring the customer feels valued and attended to.