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Request a DemoResponseTek:CEM Dashboards and Scorecards provide a continuous, real-time view into your organization’s performance, tailored to every user’s perspective. Whether you are a senior executive or a front-line manager, ResponseTek:CEM will deliver an effective snapshot of relevant customer experience insight to your desktop. Providing both point-in-time and historical views of customer experiences, ResponseTek allows you to compare aggregate customer experience results by region, business unit or team, and drill-down functionality can reveal granular results, down to specific experiences delivered by individual CSRs in certain locations within a global enterprise.
All ResponseTek standard reports are configurable, and include:
- Executive Overviews of top-level summary of results for all ResponseTek and third-party CEM and research solutions, with direct links to other more detailed reports for each specific solution.
- Key Metrics for various aspect of the business, including Overall Experience, Key Question Distributions, Top/Bottom Groups, Top/Bottom Business Units, and a Historical View.
- Visual Performance Indicators, drawing attention to best and worst performing areas.
- Top and Bottom Performers quickly identifies the areas that are over or under performing in the eyes of the customer.
- Actual Session Details from customer comment submissions, including all question and answer content, as well as integration functionality with ResponseTek Workflow.
- Business Rankings, allowing you to understand how the customer complaint experience changes across the organization, by organizational hierarchy and business rule.
- Historical Trending, providing the capability to view and analyze the history of customer complaints, by solution, question, group or attribute.
