The Listening Platform is designed for multi-channel customer experience management (CEM) programs. So whether you’re starting with a single channel or are rolling out an enterprise-scale CEM initiative, you’re working with an experienced team and robust software that has achieved award-winning results.
Operational efficiency is paramount in contact centres. Employees want to improve first call resolution (FCR) and reduce average handling times (AHT) while maximising customer satisfaction. ResponseTek operates in 150 contact centres across the globe, both at in-house and outsourced locations, providing key agent performance metrics and operational insights that lead to service improvements for every customer who calls.
Digital channels are expanding beyond website browsing and online purchasing. They now focus on self-serve channels and mobile apps — two convenient and cost-effective ways to provide on-demand service to customers. ResponseTek has helped the world’s leading brands, including one of the UK’s largest credit card issuers, monitor millions of customer interactions online so they can improve the user experience.
Retail interactions, whether face-to-face, in-store or in-branch, are driven by great customer service. Customers expect friendly, knowledgeable staff to deliver a personalised experience that's in-tune with their needs. ResponseTek is used in over 3000 retail locations for top-ten telcos, banks, travel and retail brands, helping each company improve service through transaction-based or browser-initiated customer feedback.