Keywords

Keywords or phrases are good word choices that focus on efficiency, compliance, empathy or good service that can be noted for each agent line in a sym. These words teach the structure of the conversation, so that the agent will remember these word choices while having a natural and cofident conversation, and at the same time learn the best way the conversation can be handled in different situations. SymTrain has a transcription accuracy of 95%. You can also add negative keywords or phrases that are not in the script, if you want. In cases of compliance the agent will need to memorize, and adding a coaching tip that conveys this sets the agent up for success in doing that. You can add keywords in a script before uploading by noting the keyword or phrase in between <- -> or added directly in the platform after the script is uploaded. Then you can add alternatives for words and adjust scoring if you want. Keywords default to 1 point. Keywords are what calculates the Sym Score. Keywords are noted at the top of the playback page and by script line.