ResponseTek Winter ’10 release addresses challenges of linking continuous customer satisfaction measurement to employee specific performance-based reward programs

Vancouver, BC, Canada – February 11, 2010 – Leading customer experience management (CEM) software vendor ResponseTek has extended its on-demand voice of the customer software suite to help companies improve sales and service performance by linking customer satisfaction metrics to front-line staff compensation.

ResponseTek has spent the last several years collaborating with leaders in global retail organizations to understand the complexities of measuring customer satisfaction in high transaction environments.  Through this process, it found that traditional customer experience research was too expensive, and could not easily be linked to individual employee performance.  Based on this insight, ResponseTek has extended its core platform, ResponseTek:CEM, to align its capabilities with the needs of the call centre and retail performance management programs.

The Winter ’10 release includes dispute management tools to help program managers easily manage and remove bad data, strengthening employee trust in the program.  New role-based scorecards and trend analysis reports have also been added to engage and align the entire organization.  With ResponseTek:CEM, organizations of any size can gather transactional customer feedback and confidently link it directly to individual employees to drive front-line customer experience improvements.

“As the customer experience revolution continues we are seeing industry leaders recognize the need for linking customer satisfaction to compensation programs as a means to strengthening their competitive advantage,” explains Syed Hasan, CEO at ResponseTek. “These kinds of companies are quickly realizing that the key to success is building programs that employees embrace rather than fight.  Our new release builds on our existing call center and retail capabilities and integrates critical tools such as dispute management which are key to the success of any satisfaction based compensation program”.

For more information on ResponseTek and the Winter ’10 Release of ResponseTek:CEM, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek

ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including AAA, Aon Corporation, HSBC, and Sabre. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

Media Contact:
Colin Stein
Director of Marketing
+1 (604) 484-2900 x242
colin.stein@responsetek.com
www.responsetek.com

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