A large, leading home furniture retail company wanted to make sure that every live online chat between one their agents and their customers received a high post-call score.
So in order to help them to dig a little deeper and find out more about their customer’s experience with live chat, we compared the language used in transcripts of low-scoring chats, to those that were scored highly.
This comparison was able to pin-point exact words and phrases that were more likely to be used by high-scoring agents, which could then be used to directly inform training, and content of scripts for contact centre staff.
