The best way to understand what is going on with your business is to ask your customers. What if you could solicit customer feedback in a way that strengthens your customer relationships and provides you with the customer intelligence and the management information to improve the way your profitability (both your top line and your operating costs)?
The Solution Made Easy™ Customer Survey solution is a revolutionary solution that transcends traditional surveys. It delivers a comprehensive approach to collect customer feedback, report it in real-time through a Web-based application and/or Performance Management dashboard, and incorporate the feedback into your business operations. The results are dramatic and can be applied across your business.
Unlike traditional surveys, the Solution Made Easy™ Customer Survey solution delivers intelligent, dynamic, context sensitive questions to your customers in a way that makes your customers feel good about the way you are serving them.
But, this is just the start – the Solution Made Easy™ Customer Survey solution links customer feedback with specific customer interactions captured by your Call Recording solution. Customer feedback automatically directs you to the important Call Recordings to listen to – rather than randomly selecting calls. You can trigger alerts based on what customers say about a specific call, or based on aggregate feedback at any level in your organization. And, you can report customer perceptions along-side traditional contact center quality metrics such as agent Skill set scores (e.g. product knowledge, politeness, listening skills, professionalism, etc.) derived from your Quality Monitoring solution. Profiles of agent skills as determined by your customers can even be fed directly into your Workforce Management system.
The Solution Made Easy™ Customer Survey solution gives you the power to manage agents based upon customer perceptions and outcomes. Rather than manage agents based on “internal metrics” like call handle time you can focus on customer centric “external metrics” like first call resolution rates. You will have instant access to customer driven, real-time, objective, quantified metrics down to the service agent level. Reports instantly prioritize areas of opportunity, whether they are driven by agent performance, service processes or products themselves. Not only is this more profitable for your business, it naturally develops a healthier work environment for your agents and supervisors.
The Solution Made Easy™ Customer Survey solution installs on-site and is entirely managed through a web browser interface. No technical resources are required to configure and deploy a survey. Service agents simply transfer customers to an extension that will automatically and intelligently collect context sensitive customer feedback and analyze it in real-time. The result is valuable customer intelligence at no marginal cost to your operations.
Customer feedback is linked to specific customers – allowing real-time analysis of customer perceptions by any customer segmentation scheme you have available (e.g. region, customer value, product bought, etc.) Now your marketing department can conduct previously impossible customer research and analysis at virtually no marginal cost.
With the Solution Made Easy™ Customer Survey solution, your customers automatically become a part of the process of managing your business. Your customers not only join the Quality Monitoring staff, but also have a rewarding (and quantified) channel to provide their opinion to management. The result is an ROI of over 1,500% - contact a Solution Made Easy™ advisor and we’ll show you how it will work for you.
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