The system evaluates the employees according to various service quality indexes and compiles different rankings in real time. With Heedbook you can determines who is the best in making customers smile, who communicates more effectively with customers or who most often thanks customers for choosing your company.

Managers always wonder how the frontline customer service employees works with the customers. However, presence of manager or somebody else bothers both the customer and the employee, distorts the service process. Heedbook gives you an opportunity to connect to any workplace and supervise customer service in real time without interfering with the conversation between the employee and the customer.

There is no single approach to communicating with people whether we speak about long conversations in banks or short greetings at reception desk. Having sale script and information about how customer attention and emotions change during the conversation with the employee you can analyze how the use of different key words and phrases affect the level of customer satisfaction.

At any moment you can watch video recordings of employee-customer dialogues and rectify errors with the employee to improve customer service. Installation of a second microphone allows to separate the customer and the employee speeches and carry out more detailed dialogue analysis.