About this episode
In this episode of the Headset Advisor Tech Review Podcast, you'll find out about a brand new software applicatiion designed specifically for the contact center. This software is Ai based, and provides immediate Agent feedback on tone and other measurements to assist the Agent in providing optimum customer service. Supervisors and Managers will love this software too because it provides a lot of data ponts to help better manage Agents, and it even gives feedback on customer impressions.This is a short Podcast, so make sure to listen to the entire episode so you don't miss any of the important details. This is software like you've not seen before, and could be a game changer for many who work, and manage in the Contact Center space.This episode is narrated by the Founder, and CEO of Headset Advisor, Doug MerrittMost of us have heard the saying; "it's not what you said, it's how you said it"This saying refers to the tone of voice used when saying something. Depending on that tone, it could easily, and completely, change the message from what you might be wanting to convey. So the truth is, our tone really matters.This new Jabra software, called Engage Ai, is software that monitors conversations for the tone being used. It also is able to monitor the pace of a call, its length, and it even tracks the frequency of interruptions. All these things are designed to provide feedback to the Agent, and to Management so that corrective action can be taken.The Agent has a dashboard, and they can select their own Avatar. When on a call, the Agent will see their Avatar, and in the same area, the Agent will see their numeric score which is based on their tone of voice. An unhappy looking Avatar for example, follows a low score. As the tone of voice improves, the facial expressions of the Avatar improves too.The customer is also monitored for tone of voice which is a reaction to the kind of tone they're hearing from the Agent. Information on the customers experience is helpful to Management to see where training is required for example.You can use this headset with most of the leading contact center, and UC platforms, and you can use it with any brand of wired or wireless headset. However, Jabra recommends using it with the Engage 40, and Engage 50 II models because they were designed and built for use with this software which means you'll get better data points when using these models.From a security perspective, it's important to note that this software only monitors tone of voice, pace of calls, pauses and interruptions, and it's encrypted end to end. Finally, the Engage Ai software is GDPR compliant.So if you're tired of not getting your callers filling out the end of call surveys, why not let the Engage Ai software collect that information for you automatically? And to see real time numbers on Agent performance which is reflective of the ma
