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Contact Center Solutions (PDF)
CEM Benefits
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Identify at-risk customers and understand the root causes of dissatisfaction.
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Resolve customer issues on an individual basis by providing agents workflow and action management tools.
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Improve agent quality and performance by providing continuous, real-time feedback and targeted training.
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Deflect inbound contact center activity and reduce operational costs by providing customers self-service options.
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Improve your brand and grow market share by focusing your entire organization on consistent delivery of customer experience excellence.
Your Voice of the Customer Solution
Your contact center has the power to influence customer satisfaction and customer loyalty, delivering thousands of experiences to customers every day. But if there are gaps between the experiences they have been promised, and those that are delivered to them by your contact center agents, your customers could be at risk.
ResponseTek can help you improve contact center performance by providing a system that continuously measures customer satisfaction and links it to the individual agent. By cost-effectively gathering meaningful data across the business, you can drive gains in customer satisfaction by linking the voice of the customer to performance-based compensation programs, internal competitions and benchmarking, and other quality-based programs already in place. ResponseTek is the proven leader in powering voice of customer programs in some of the largest contact centers globally and we are committed to your success.
Actionable Business Intelligence
An industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM addresses the specific needs of contact centers, generating real-time results for some of the world’s leading customer management organizations.
ResponseTek:CEM transforms the voice of your customer into actionable business intelligence.
Applications of ResponseTek:CEM for Contact Centers:
- Reliably measure agent-level performance for coaching and compensation programs
- Measure and improve your Net Promoter score
- Benchmark multiple contact centers to improve consistently and quality across regions and organizations;
- Manager outsourcer performance to ensure your customers are receiving the level of service you expect.
ResponseTek:CEM provides leading contact centers with the following:
- Best in class reporting via the ResponseTek real-time online reporting at the call center, team, and agent levels
- Rich insights into customer satisfaction drivers with optional integration with your contact center systems. Understand variations by length of call, number of transfers, agent tenure, product type, line of business, and nearly anything else using our flexible custom data fields.
- Connect team leads to the action and create opportunities to save customers using our real-time email alerts based on customizable rules
- Help your agents better understand their performance and the customer perspective with weekly agent-specific scorecards delivered via email
- Drive friendly competition across teams and call centers using our fully automated weekly or monthly Contact Center Scorecards and trend reports pushed out across the organization.
- Drive continuous improvement using our integrated Action Management tools.
- Optimize your quality monitoring programs by using customer feedback to point managers at the recorded calls that can provide the most coaching insight.
- Fully hosted software to minimize your own IT resources;
Involve the customer
Whether through in-bound or out-bound channels, using in-house or outsourced contact centers, ResponseTek:CEM Listening Posts provide your customers the ability to tell you about the quality of service delivered by your agents:
- At every transaction, including sales, service, support, and billing.
- At every stage of the customer lifecycle, from acquisition to up-sell, through renewal and referral.
- At all touch points, including phone, IVR and email.
Integrate the voice of the customer
Customer experiences flow into your organization continuously, and are shared using ResponseTek:CEM Dashboards and Analytics. The voice of the customer is now actionable business intelligence, a transformation that delivers:
- The right information, pushing performance and benchmark reports to front-line staff on a daily basis, and customer feedback on top issues to supervisors and managers.
- The right people, ensuring your best and worst agents see the results of their performance on a daily basis, and are assigned accountability for resolving at-risk customers.
- The right time, allowing you to correct behaviors and identify training opportunities immediately, in the continuous pursuit of service excellence.
Improve your business
When integrated with your customer service processes, customer insights generated by ResponseTek:CEM not only create a shared understanding of the value of customer advocacy on the business, they allow your agents and management to improve the customer experience across all levels of the business:
- People become customer-centric, with real-time alerts, action management and performance reports ensuring consistent, quality experiences are delivered to customers.
- Processes become customer-centric, with experience-based knowledge management tools deflecting inbound customer contact, reducing operational costs and driving quality of service delivery and efficiency.
- Products and services become customer-centric, with the voice of the customer informing business planning and prioritization, and driving overall brand performance in the consumer marketplace.
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Find out more about ResponseTek: Contact Center Solutions |
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