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By Use Case
Scan call transcripts to capture important details from every conversation within minutes
Agents often miss details while taking notes during a live call and searching for specific details in a call recording can be time-consuming. Freshdesk Contact Center’s (formerly Freshcaller) post-call transcription empowers agents by converting call recordings into searchable text format. They can scan and search these transcripts to retrieve customer details quickly and easily.
Make the call quality and training process efficient as supervisors can review complete calls within minutes. They can:
Agents can quickly revisit previous calls by repeat customers, which makes them better prepared to understand their needs. They can:
Keep your customers happy by providing an instant response to their queries. With post-call transcription, agents have a reliable source to refer back to. They can:
Easily transcribe call recordings without having to switch multiple screens as:
Listen to recordings and analyze conversations to get better visibility into your phone team’s performance. Train your agents with call recordings and share transcripts to improve the quality of your customer conversations.
Enable agents to take notes during an ongoing call to capture key details of customer conversations. Combine them with insights from call transcripts and call recordings to make your customer experience better.
Understand agent productivity and contact center health with curated and custom reports from Freshdesk Contact Center. Choose the metrics for which you want to view reports to improve your contact center performance.
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