It’s not just what reps say — it’s how it’s heard.
This template helps you improve conversations by finding where trust was built, lost, or never established in the first place.
Definition: A customer interaction is the real-time exchange between a support agent and user. Improving it means understanding not just resolution, but experience — the tone, clarity, and empathy behind every word.
| Benefit | Description | Impact |
|---|---|---|
| Coaching Moments | Improve agent skills with real examples | Faster coaching loops |
| Conversation Quality | Track tone, empathy, and clarity across reps | Deliver consistent support |
| Emotional Benchmarking | Know what’s working (or not) in your customer conversations | Improve CSAT + NPS |
| Trust Signal Detection | Spot where users felt heard — or ignored | Deepen customer relationships |
QA Teams: Turn every call into a coaching opportunity
CX Enablement Leads: Share best practices across agents
Support Managers: Improve consistency in conversation quality
Ops + Product Teams: Understand what causes confusion, handoffs, or misalignment
Both. It feeds into QA scorecards and gives context-rich coaching opportunities.
Yes — if your data includes agent tags or metadata, the system will group by rep automatically.
Absolutely. Even short chats show sentiment shifts and clarity issues.
“We use Insight7 to coach reps with real conversation examples. The emotional mapping is a big upgrade over typical QA spreadsheets.”
— Katie Branch, VP, Interprofessional Education
