- Agent quality monitoring
- Post-call survey to assess which outsourced agents create advocates and which create detractors through their service. Distribute feedback proactively to reinforce desired behaviors. Compare to in-house agents to ensure consistent experience delivery.
Event-driven collection
- ResponseTek:CEM Framework
- Transform the voice of the customer into predictive business intelligence using analysis tools, real-time reporting, workflow management, and closed-loop feedback. Employees use the information to improve the experiences they deliver.