Performance management and feedback solutions provider Macorva has introduced Macorva CX Call Insights—an advanced AI-powered call scorecard system. The tool aims to fulfill the increasing need for robust quality assurance in customer service, providing organizations with the ability to evaluate each call for sentiment, performance, and pivotal moments.
"Our AI Call Scorecards are a game-changer for customer service teams. By utilizing advanced AI technology, we provide organizations with real-time insights and targeted coaching opportunities that were previously unattainable. This not only enhances service quality but also empowers agents to perform at their best," said Nathan Childress, PhD, CEO of Macorva.
With 80% of businesses acknowledging the necessity for enhanced customer service quality, Macorva's call scorecards fill a vital market gap. Studies reveal that 70% of customers are willing to pay a premium for superior service, underscoring the importance of effective performance evaluation tools that foster organizational growth.
Macorva's solution aims to help organizations swiftly pinpoint improvement areas and implement targeted coaching strategies.
What are the main features?
Thorough Analysis: This involves scrutinizing every call for sentiment, performance, and key moments and evaluating all interactions.
Real-Time Insights: Offers immediate feedback on agent performance, streamlining quick interventions and enhancements.
Personalized Coaching: Highlights improvement areas and recommends tailored coaching strategies for each agent.
Integrated Performance Assessment: Merges call data with overall agent performance evaluations seamlessly.
Automated Reporting: Produces daily and weekly reports spotlighting high-impact calls with notable agent performance.
AI Agent Scorecards: Compiles comprehensive feedback, delivering weekly or monthly reports to agents and managers.
Macorva CX Call Insights seamlessly integrates with the platform's existing Employee Experience (EX), Customer Experience (CX), and Manager Experience (MX) solutions, ensuring a comprehensive approach to performance management and customer satisfaction.
