HOUSTON, Aug. 6, 2024
/PRNewswire/ -- As 80% of businesses recognize the need for
improved customer service quality, Macorva's AI-powered Call
Scorecards offer a cutting-edge solution that transforms how
organizations evaluate agent performance and customer
interactions.
Macorva, a leader in comprehensive performance
management and feedback solutions, today announced the launch
of Macorva CX Call Insights, an innovative AI-powered call
scorecard system. This tool is designed to meet the growing demand
for comprehensive quality assurance in customer service, enabling
organizations to analyze every call for sentiment, performance, and
key moments.
"Our AI Call Scorecards are a game-changer for customer service
teams," said Nathan Childress, PhD,
CEO of Macorva. "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."
With the increasing pressure on businesses to deliver
exceptional customer experiences, Macorva's comprehensive call
scorecards address a critical gap in the market. Research indicates
that 70% of customers are willing to pay more for better service,
highlighting the need for effective performance evaluation tools
that drive organizational improvement.
Macorva's technology offers a fresh approach by providing 100%
quality assurance coverage across every customer service call and
focusing human review on high-impact interactions. This ensures
that organizations can quickly identify areas for improvement and
implement targeted coaching strategies.
Key features of Macorva CX Call Insights include:
- Comprehensive Analysis: Evaluates every call for
sentiment, performance, and key moments, ensuring no interaction
goes unexamined.
- Real-Time Insights: Provides immediate feedback on
agent performance, allowing for swift interventions and
improvements.
- Targeted Coaching: Identifies areas for improvement
and suggests personalized coaching strategies for each agent.
- Integrated Performance Evaluation: Seamlessly
incorporates call data into overall agent performance
assessments.
- Automated Reporting: Generates daily and weekly
reports highlighting high-impact calls with excellent or poor agent
performance.
- AI Agent Scorecards: Summarizes all service agent
feedback, delivering weekly or monthly reports to agents and their
managers.
Macorva CX Call Insights integrate seamlessly with the
platform's existing suite of Employee Experience (EX), Customer
Experience (CX), and Manager Experience (MX) solutions,
providing a holistic approach to performance management and
customer satisfaction.
The launch of Macorva CX Call Insights further solidifies
Macorva's position as an innovator in the field of AI-driven
performance management and feedback solutions. As a SOC 2 certified
platform that is both GDPR and HIPAA compliant, Macorva ensures
that organizations can leverage these advanced tools while
maintaining data security and privacy.
For more information about AI-powered Call Scorecards and the
Macorva CX platform, visit www.macorva.com or read the feature
overview here.
About Macorva
Macorva is revolutionizing the way
businesses understand and improve their employee and customer
experiences. Our comprehensive experience platform offers
user-friendly solutions for performance management, employee
feedback, and customer feedback. Macorva's proprietary Radiant AI
technology simplifies the process of turning feedback into
actionable insights and automates the creation of performance
management reports, saving managers time and providing a holistic
view of employee and customer experiences. This innovative platform
effortlessly analyzes feedback, creating personalized coaching for
every manager and employee. For more information visit
www.macorva.com.
Macorva Media Contacts
For media inquiries, please contact:
Amanda Marotto
pr@macorva.com
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SOURCE Macorva