In our latest Tips and Tricks session, we explored how managers can effectively use SymTrain’s new scoring system to enhance their coaching strategies. The session focused on the practical application of SymTrain’s new scoring features, showing managers how to leverage these tools to identify areas of improvement and provide more effective coaching.
Key Takeaways from SymTrain's New Scoring System
- Sym Accuracy: This score measures how closely an agent’s response aligns with the expected response as defined in the script. It’s calculated by script line, allowing managers to pinpoint specific areas where agents might need additional support.
- Sentiment Scoring: This feature evaluates agents' responses based on confidence, concentration, and energy. It helps agents improve how they communicate with customers by focusing on the intent behind their words rather than tone.
- Keyword and Click Scores: These scores assess the agents’ use of essential keywords and their ability to navigate processes efficiently. It's vital for ensuring agents can follow the required structure while still allowing some flexibility for more natural interactions.
- Completion Time: This metric reflects how comfortable agents are with the process. Faster completion times indicate a higher level of proficiency in both conversation and navigation.
- Reporting: The updated reporting tools help managers quickly identify performance highs and lows, making it easier to target coaching efforts where they are most needed.
Our session offered valuable insights into how managers can effectively use SymTrain’s new scoring system to improve agent performance. The new features provide a detailed understanding of where agents excel and where they might need additional coaching, leading to better customer interactions.
To get a closer look and see the new scoring system in action, watch the full session in the video here:
[hubspot portal="22131466" id="0f13006e-5605-4c53-926f-b8a6c94609d1" type="form"]