ResponseTek:CEM Benefits
- Identify at-risk customers and understand the root causes of dissatisfaction.
- Resolve customer issues on an individual basis with workflow and action management tools.
- Improve performance on the front-line with continuous, real-time feedback and targeted training.
- Deflect inbound contact center activity and reduce operating costs by providing customers self-service options.
- Improve your brand and grow market share by focusing your entire organization on consistent delivery of customer experience excellence.
With the ability to choose from dozens of providers and offerings, consumers have more control over their telecommunications services than ever before.
With so much choice and so few competitive advantages held by any single company in the market, quality of service has become the differentiating factor. Not only will consumers refuse to consolidate their services with a single provider after a bad experience, they are quick to flip to a competitor. How does a company ensure quality service delivery and create customer advocates in such a volatile industry?
ResponseTek:CEM helps you understand the quality of experiences you deliver to customers and provides the tools to resolve issues by involving your customers in all aspects of your business, integrating their voices into your organization, and providing everyone in your business the tools needed to improve the customer experience.
Actionable Business Intelligence
An industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM addresses the specific needs of cable and satellite TV, telephone, mobile communications and Internet providers, 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.
Involve the customer
ResponseTek:CEM Listening Posts provide your customers the ability to tell you about the quality of their experience with your organization, using the complete spectrum of your industry’s communications technology infrastructure:
- At all customer touch points, including email, web, SMS, IVR, contact center, and retail/in-branch.
- At every transaction, including purchase, installation, service calls, technical support, and billing.
- At every stage of the customer lifecycle, from marketing and sales, through service and support, to contract renewal and cancellation.
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 process that is the result of:
- The right information, with roll-up operational scorecards for all levels of the organization, right down to the individual CSR, providing customer-driven intelligence on top issues and root causes of customer dissatisfaction.
- The right people, ensuring your sales, service and support 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, and continuously pursue excellence and consistency in service delivery to meet rolling performance goals.
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 operating cost 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.
Find out more |
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Attend a web seminar, and find out why and how to operationalize CEM in telecommunications organizations |
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Download a case study, to learn about CEM best practices and ResponseTek:CEM success stories from industry leaders |
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Request a custom demonstration of ResponseTek:CEM for telecommunications |
Contact Us
To see ResponseTek:CEM for Telecommunications in action, contact us at:
solutions@responsetek.com
Toll Free: (866) 484-2900
Local/Intl: (604) 484-2900
