Everybody is.
Frontline
Employees on the frontline, whether in-store, in-branch or in the field, need to know what customers think of their service. It’s important for them to know if they’re doing a good job, and to track their progress against numbers that drive their compensation.
Our Listening Platform comes with a full suite of tools to monitor, measure and improve performance, so they can follow-up with customers and continuously improve their service.
Our Listening Platform enables you to
Give frontline employees real-time customer feedback on their performance so they know where to improve
Provide direct access to detailed scores and customer comments for in-depth knowledge of service
Give in-field employees access to on-the-go feedback and alerts via their mobile device
Deliver personalised scorecards for accurate analysis of service results and overall customer experience delivery
Contact centre agent
In contact centres, the pace is fast, the pressure constant and customer expectations increasingly high. Agents need to constantly improve First Call Resolution (FCR) and reduce average handle times (AHT).
To get your in-house or outsourced contact centre teams performing at their peak potential, arm them with agent performance metrics that improve the quality and output of their service..
With ResponseTek
Give agents personalised scorecards that identify specific areas for improvement, or areas of strength
Provide agents with access to ranking reports so they can see how their performance measures up against other reps
Give access to improved first call resolution and reduced average handling time metrics for targeted goal setting
Receive immediate customer feedback alerts for at-risk customers, prompting timely and effective customer recovery
Manager
Employees on the frontline, whether in-store, in-branch or in the field, need to know what customers think of their service. It’s important for them to know if they’re doing a good job, and to track their progress against numbers that drive their compensation.
Our Listening Platform comes with a full suite of tools to monitor, measure and improve performance, so they can follow-up with customers and continuously improve their service.
Our Listening Platform enables you to
Give frontline employees real-time customer feedback on their performance so they know where to improve
Provide direct access to detailed scores and customer comments for in-depth knowledge of service
Give in-field employees access to on-the-go feedback and alerts via their mobile device
Deliver personalised scorecards for accurate analysis of service results and overall customer experience delivery
Researchers
Business demands are changing. Research departments need more data, delivered faster with actionable outcomes. We provide market research teams with the tools to progress their systems, so they can implement agile approaches that integrate transactional insights with VoC initiatives.
This supports end-to-end business goals, rapid process improvements and enhanced customer recovery enablement.
Our Listening Platform enables you to:
Get advanced reporting and export options for deep dive analysis of the customer experience
Use cross-channel collaborative approaches to issue resolution and operational improvements
Dive into multi-channel transactional survey results for real-time insights
Use platform tools to extract key insights from customer feedback programs quickly and easily
CEM Professionals
CEM professionals are the central resource for driving program buy-in, cross-functional initiatives and the prioritisation of business improvements.
To deliver on these responsibilities they need flexible, on-demand customer experience reports and tools to track follow-up actions that drive overall success. We give CEM professionals the keys to make sure they are the customer experience champions within your organisation.
Our Listening Platform enables you to
Gain a single, holistic view of the customer experience across all channels and business units
Use root cause analysis to uncover problem areas and enable process improvements and initiatives
Receive 24/7 technical support from an ongoing dedicated client management team committed to program success
Leverage program administration tools for easy management and oversight of the Platform and CEM program
Executives
Executives have important business measurements on their mind.
They want to see how they’re delivering on their brand promise. We give them the power to access this information with high-level trends, aggregate scores, regional rankings and overall relationship tracking.
By tapping into the VoC they can prioritise operational changes that improve the business.
Our Listening Platform enables you to:
Monitor overall brand satisfaction and NPS measurements, across all channels, regions and brands
Use executive dashboards to identify key company performance metrics
Use benchmarking tools to gauge brand performance against the competition
Receive quick and efficient mobile reports to stay on top of performance when on the go
Customers
Today’s customers want to be listened to more than ever.
Reach out to them through personalised surveys that are easy to respond to, so they know their opinions and feelings are valued and appreciated.
We enable you to engage your customers on every level, whether it’s through surveys, or through forums where they can leave feedback unprovoked. Moreover, we enable you to act on feedback to effectively close the loop and ensure a satisfactory outcome.
Our Listening Platform enables you to
Deliver personalised and contextual surveys at the right time for increased response rates
Apply mobile-friendly and SMS feedback mechanisms for customer convenience and ease of access
Create always-open listening points so customers can provide feedback in their own time and on their own terms
Use safeguards against over sampling and opt-out preferences to ensure satisfaction and loyalty
Leverage program administration tools for easy management and oversight of the Platform and CEM program
