• Agent quality monitoring
  • A post-call survey to assess which agents create advocates and which create opponents through their service. Distribute feedback proactively to re-enforce desired behaviors.
    Event-driven collection
• Knowledge base
  • A dynamic self-service channel allowing customers to easily search for and obtain answers to their most frequently asked questions. Deflect inquiries to a lower cost channel and allow your staff to focus on revenue-generating calls.
• 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.